Principal Ps Consultant

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Principal PS Consultant / CX Advisory

Location: Sydney, Melbourne, Brisbane or Canberra

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 business consulting and analytics skills are essential with a drive for designing and delivering amazing customer experiences.

This role opens opportunities for applicants based in Canberra, Brisbane, Sydney or Melbourne.

What You’ll Do: The primary responsibilities for this role include (but are not limited to).- 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.- 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.

You’ve been there and done this- 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.- 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, root cause identification, correlation 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: English at professional level. High proficiency in any Asia Pacific language is a plus.

Please note that Genesys will not accept resumes from agencies at this time.

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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 deepe