Principal CX Advisory Consultant

Genesys; Manila; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Genesys is seeking a Principal CX Advisory Consultant to support strategic customers across the APAC region, bridging CX strategy with business goals and adoption of Genesys solutions.

You will partner with executives, operations, and Genesys stakeholders to identify opportunities, design CX transformation roadmaps, and guide organizations through change management to deliver measurable business outcomes.

Qualifications

• Bachelor’s degree in Business, Technology, or related field or equivalent CX consulting experience.
• 3+ years as a consultant in CX, Digital, Analytics, or Contact Center Operations with measurable impact.
• 3+ years leading large-scale CX/digital transformation projects delivering business change.

Responsibilities

• Identify and prioritize CX challenges across CX, digital, and contact center ops.
• Analyze processes and propose improvements to CX journeys and business performance.
• Create CX transformation roadmaps aligned with strategy and technology capabilities.
• Develop designs translating requirements into customer journeys and configurations.
• Lead change management initiatives including training and coaching.
• Measure adoption and CX outcomes using analytics for continuous improvement.
• Lead workshops and executive briefings with customer executives and Genesys teams.
• Identify risks and dependencies to ensure delivery excellence.

Skills

CX consulting

Digital transformation

Stakeholder management

Agile methodologies

Workshop facilitation

Presentation skills

Communication skills

Analytical thinking

Education

Bachelor's degree in Business/Technology or related

Tools

Genesys Cloud

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day.

The Principal CX Advisory Consultant is responsible for supporting strategic Genesys customers across the APAC region through Customer Experience (CX) Advisory engagements. The role acts as a bridge between Genesys and the customer’s CX strategy and stakeholders, ensuring alignment between business goals, digital transformation objectives, and successful adoption of Genesys solutions. This position combines business consulting expertise, CX strategy experience, and change management capability to help customers define, implement, and sustain world-class customer experiences. The CX Advisory Consultant partners closely with customer executives, operational teams, and Genesys stakeholders to identify opportunities, design solutions, and guide organizations through transformation that delivers measurable business outcomes.

Key Responsibilities

• Partner with strategic customers to identify, assess, and prioritize CX challenges and opportunities across CX, digital, and contact center operations.
• Analyze business processes and recommend improvements that enhance customer journeys and business performance.
• Collaborate with stakeholders to create and deliver CX transformation roadmaps aligned with business strategy and technology capabilities.
• Develop functional designs that translate business requirements into customer journey flows and operational configurations.
• Lead and support change management and adoption programs, including communication, training, and coaching strategies to ensure successful transformation.
• Leverage analytics to measure adoption, operational efficiency, and CX outcomes, providing insights and recommendations for continuous improvement.
• Build strong, trusted relationships with customer executives, partners, and internal Genesys teams; lead workshops, executive briefings, and strategic engagements.
• Identify and manage risks, dependencies, and lessons learned to ensure consistent delivery excellence and customer success.

Minimum Requirements

• Bachelor’s degree in Business, Technology, or a related discipline, or equivalent experience in CX consulting, digital transformation, or contact center operations.
• Minimum of 3+ years’ experience working as a consultant within CX, Digital, Reporting & Analytics, or Contact Center Operations, with demonstrated ability to advise on appropriate business and operational solutions.
• 3+ years’ experience leading large-scale projects or programs that deliver measurable business change in CX, Digital, or Operational Transformation.
• Strong knowledge of contact center operations, including KPIs/metrics, industry best practices, employee experience, and technology enablement.
• Proven excellence in customer-facing roles, including leading workshops, building and delivering high-quality presentations, and engaging effectively with stakeholders up to C-level.
• Excellent communication skills with the ability to engage both business and technical audiences.
• Understanding of Agile methodologies (user stories, epics, product demos, sprint planning, and execution).
• Strong analytical and creative problem-solving skills in complex customer environments.
• Experience with Genesys Cloud or other leading CX platforms is highly desirable.

Work Context: Frequent interaction with customers, cross-functional Genesys teams, and external partners. Regular use of digital collaboration tools and business systems. Travel within the APAC region (up to 30%) for customer meetings and strategic engagements.

Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-behaving resources and regionally tailored programs for employees and their families. Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [e-mail]. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.