Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Summary of the Position

Genesys is hiring a CX Advisory Consultant for the Customer Success and Services (CSS) Team and is looking for a candidate with a passion for working with leading edge software technologies in a global multicultural and diverse environment. The primary responsibility is to support strategic Genesys customers with CX Advisory engagements that provide the bridge between Genesys and the organization's Customer Experience Strategy and key stakeholders with the purpose of helping define and drive the CX strategy and direction to achieve successful business outcomes and manage the change process to successful adoption of the Genesys solutions. You will be responsible for guiding CX and adoption best practices with our customers and within Genesys through effective collaboration that positively impacts the business outcomes. Strong busines consulting and analytics skills are essential with a drive for designing and delivering amazing customer experiences.

What is the role about?

• Supports strategic customers to identify, understand, and address business problems through interpersonal and analytical assessment with customers in the CX, Digital and Contact Centre Operational teams
• Analyses and reviews current business operations; facilitates team discussions to determine and implement business process improvements
• Guides CX, Digital and Contact Centre Operational teams to increase adoption in systems and processes that drive maximum business value
• Collaborates with customer CX, Digital, and Contact Centre Operational teams to analyse and understand key customer requirements, and document and prioritize them on a transformational roadmap
• Drive Business Discovery Workshops with customer and produce detailed documentation
• Analyse customer requirements in collaboration with customer stakeholders and produce Functional Designs on how Business Requirements would be translated to Journey Flows and Operational configurations.
• Interfaces between the business and technical teams and facilitates discussions to find ideal solutions to business problems
• Supports the Customer stakeholders to develop and lead actionable and targeted change management plans - including communications, training, sponsor roadmap, coaching, resistance management, and adoption and sustainment
• Provides support and coaching to all levels within the scope of the program relating to CX, Contact Centre Operational Processes, Reporting and Analytics, Change and Transformation
• Identifies key CX, Contact Centre Operations and OCM (Organizational Change Management) issues, concerns, and risks that may have an impact on the transformation program
• Demonstrate ownership, dedication and high-quality consulting engagements by building strong and trusted relationships with all internal and external stakeholder (Genesys customers, partners, Genesys employees).
• Occasional travel might be required

What will you bring?

• Proven excellence with customer facing activities, leading workshops, building, and delivering excellent presentations
• Must have excellent communication skills and must be comfortable to communicate with both business and technical teams up to C-level
• Experience working as a Consultant in the CX, Digital, Reporting and Analytics and Contact Centre Operational areas and able to advise on appropriate solutions to customer business and operational issues
• Must have experience with working on large scale projects and programs that deliver business change in the CX, Digital, Reporting and Analytics and Contact Centre Operations
• Strong documentation skills to produce detailed Business Requirements and Functional Design documents with CX journey mappings
• Awareness of industry standard change models such as (Kotters, ADKAR, Lewins, etc)
• Good practice knowledge of working with Reporting and Analytics solutions for CX KPIs trend analysis, route cause identification, corelation analysis
• Able to provide guidance around CX KPIs and business scorecard best practice
• Experience with implementing key change initiatives or working as a Change Consultant in an advisory capacity
• Have an understanding of Agile concepts such as: user stories, epics, product demos, sprint planning and execution
• Extensive analytical and creative skills in a complex customer environment
• Creative thinking and flexibility in finding solutions.
• Innovative approach, thinking outside of the box and able to consider different perspectives.
• Strong decision making, leadership and influencing skills
• Language: Fluent English. Plus any of the following languages would be desirable: French, Spanish, Italian or German at professional level.

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About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visitwww.genesys.com.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to equity 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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.