Consultant

• Partner with strategic customers to pinpoint high-value CX opportunities across digital, voice, and Customer Experience centre operations, especially where AI and automation unlock impact.
• Co-create CX transformation roadmaps aligned to business goals, technology capabilities, data strategy, and AI readiness.
• Translate strategy into delivery plans, backlogs, and releases; stand up POCs/pilots, drive scaled rollouts, and embed governance and success metrics.
• Convert requirements into clear journey flows, functional designs, and operational configurations leveraging bots, agent assist, predictive/rules-based routing, and workflow automation.
• Identify AI use cases (e.g., voice/digital bots, intent recognition, knowledge/agent assist, summarisation, proactive outreach), define guardrails, and guide pilots to scaled adoption.
• Drive communication, training, and coaching to embed new ways of working and accelerate time-to-value for AI and automation initiatives.
• Use analytics and experimentation (dashboards, A/B tests, control groups) to track adoption, operational efficiency, and CX outcomes; quantify ROI and recommend continuous optimisations.
• Lead workshops and executive briefings; build trusted relationships with C-level stakeholders, partners, and Genesys teams.
• Identify and calculate the value of solution adoption, building business cases that tie AI/automation to tangible results.

CX Advisory Consultant

Senior Solution Consultant

Consultant

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Principal Consultant – ESG

Principal Consultant – Scope 3