Principal CX Advisory Consultant

Support strategic customers across APAC in CX advisory engagements, aligning CX strategy with Genesys solutions and business goals.

Lead CX transformation including assessing challenges, designing solutions, developing roadmaps, and managing change adoption for measurable business outcomes.

Engage with customer executives and Genesys teams to drive CX improvements, deliver workshops, and manage risks for successful project delivery.

Bachelor’s degree in Business, Technology, or related field, or equivalent CX consulting/digital transformation experience.

Minimum 3+ years consulting experience in CX, Digital, Reporting & Analytics, or Contact Center Operations advising on business and operational solutions.

Minimum 3+ years leading large-scale CX, Digital, or Operational Transformation projects delivering measurable business change.

Knowledge of contact center operations, KPIs, best practices; strong communication skills; understanding of Agile methodologies; experience with Genesys Cloud or similar CX platforms is highly desirable.

Experienced in managing strategic CX engagements in complex enterprise environments across APAC with a focus on digital and operational transformation.

Strong business consulting expertise with ability to translate business requirements into operational designs and change management programs.

Comfortable operating with multiple stakeholders including C-level executives, driving cross-functional collaboration and measurable CX improvements.