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Protocol Intelligence
Data-driven signals on your job's competitivenessStrong employer brand, metro APAC role, mid-level generalist consulting profile increases candidate competition.
CX and contact-center expertise required, moderately limiting cross-industry transferability.
Requires consulting experience, CX domain expertise, and project leadership, creating moderately strict shortlisting filters.
Job Description
Structured overview of role & requirementsAbout This Role
Support strategic customers in APAC through CX advisory engagements aligning business goals with digital transformation and Genesys solutions.
Analyze and recommend CX improvements; develop transformation roadmaps and functional designs for customer journeys and operations.
Lead change management, adoption programs, and measure CX outcomes using analytics; build relationships with executives and stakeholders.
Minimum Requirements
Bachelor’s degree in Business, Technology, or related discipline, or equivalent CX consulting experience.
3+ years consulting experience in CX, Digital, Reporting & Analytics, or Contact Center Operations with advisory capabilities.
3+ years leading large-scale projects delivering measurable change in CX, Digital, or Operational Transformation.
Strong knowledge of contact center operations, KPIs, best practices, and customer-facing communication skills; Agile methodology understanding.
Ideal Candidate Profile
Experienced consultant skilled at bridging CX strategy with technical solutions and business outcomes across diverse stakeholders.
Proven ability to lead and influence C-level and operational teams in complex digital transformation and customer experience initiatives.
Analytical and strategic thinker comfortable managing complex customer environments and driving adoption at scale.