CX Advisory Senior Consultant

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

Senior Consultant, CX Advisory

At Genesys, we help organizations transform how they deliver customer experiences. As a Senior Consultant within our CX Advisory team, you will partner with clients to define transformation strategies, guide adoption of Genesys Cloud, and ensure their people are ready to succeed.

This is a highly client-facing role that blends business consulting, organizational change management, and training development. You will work across the full customer journey—from early-stage advisory through implementation and adoption—helping clients turn strategy into measurable outcomes. The ideal candidate is a seasoned strategist with strong executive presence, exceptional synthesis and storytelling skills, and the judgment to operate under ambiguity—equally comfortable advising senior leaders and collaborating deeply with delivery teams to ensure intent carries through to execution.

What You’ll Do

Advise & Lead Transformation
• Partner with senior stakeholders to define priorities, align on strategy, and guide decision-making
• Synthesize qualitative and quantitative inputs into clear transformation strategies, phased roadmaps, and executive-ready recommendations tied to measurable outcomes
• Lead enterprise- and business-level sessions with executives and end users to serve as a trusted strategic advisor, focused on priorities, trade-offs, and decisions (not status updates)

Drive Adoption Through Change Management
• Develop and implement change management strategies and all associated change management plans to support the adoption of Genesys Cloud, including communication, vision and value, change impact assessment, training, change champion engagement, and leadership engagement
• Guide clients through the people side of transformation to ensure lasting impact
• Track and report on the progress of change initiatives, providing regular updates and insights to clients and internal teams to ensure successful implementation

Design & Deliver Training
• Develop customized training strategies and programs tailored to client needs, including analyzing learning needs, designing effective training solutions and curriculum, developing high-quality learning content, and delivering training that enhances employee performance and supports organizational goals
• Create engaging learning experiences (ILT, virtual, eLearning, blended) through collaboration with SMEs and business stakeholders
• Design instructional materials using adult learning principles, learning science, and organizational best practices, ensuring content is accessible, inclusive, accurate, and aligned with standards

Operate in a Professional Services Environment
• Manage multiple client engagements simultaneously in a billable, utilization-based model
• Partner cross-functionally with Sales, Product, and Delivery teams
• Stay abreast of industry best practices and emerging trends in change management and training, and apply this knowledge to enhance methodologies
• Contribute to client success from early advisory through post-go-live adoption

What We’re Looking For

• 8+ years of experience in consulting, organizational change management, training or enablement, or related client-facing roles
• Bachelor’s degree required; MBA or advanced degree preferred
• Strong executive presence with the ability to confidently lead and advise senior stakeholders
• Experience supporting enterprise technology or transformation initiatives
• Proven ability to design and deliver training programs using adult learning principles
• Expertise in organizational change management and user adoption
• Ability to manage multiple priorities in a fast-paced, client-driven environment
• Strong communication and storytelling skills, including PowerPoint-based presentations
• Experience in SaaS, CX, or contact center environments

Nice to Have

• Change management or training certifications (e.g., Prosci)
• Backg