180001GY Requisition #
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Senior Business Consultant

Job Description

Reporting to the LatAm Business Consulting Practice Manager, Genesys is currently searching for a Contact Center Specialist to act as a Customer Experience Senior Business Consultantwho will be required to develop and nurture thought leadership within existing customers and with prospects in the delivery of Customer Service across the end to end service chain. This will be achieved through consulting engagements, presentations and developing trusted advisor status. You will be responsible for ensuring the opportunities for Genesys solutions to be leveraged is maximised, so that account teams are able to maximise opportunity potential and long term relationship value.  

The Business Consulting is a team that works across the Genesys technology catalogue and services, developing visionary and actionable strategies for customers and prospects, focussed on broadening the sales opportunity and relationship scope.  They work across inception through to delivery to ensure the articulated strategies are realised within the customer’s environment.  Business Consulting work closely with other Genesys resources (in particular Enterprise Architects) as well as orchestrating and managing sales opportunities by coordinating and facilitating outcomes delivered by pre-sales, professional services and account management teams.

A Business Consultant is a person responsible for assisting and influencing our customers development of strategies, recommendations and providing thought leadership to improve the operations, attainment of business goals, value and productivity improvement.


The primary responsibilities for this role include (but are not limited to):

·        Identify, source, qualify and contact sunrise opportunities and prospects, informing their thought leadership positions in ways that are favourable to Genesys, and developing intelligence that can be used to scope sales opportunities

·        Engage with existing customers in shaping direction and technology strategy that enables future Genesys sales opportunities

·        Assist customers with the high level design and development of  platform based technology solutions (rather than point solutions)

·        Develop networks and relationships within key verticals and assist sales and account teams in accessing senior executives and networking opportunities

·        Participate as required with peak industry bodies within verticals in the shaping of technology policy and visioning

·        Initiate or engage as required to shape and participate in VAR marketing planning, opportunity identification and development

·        Work with internal teams of Solution Engineer’s, Professional Services, Business Consulting and Account Managers as required to develop solutions, tactical responses and strategic/visioning and high level business, industry and context analyses

·        Provide assurance in solution design and delivery to ensure it meets outcomes and customer expectations

Qualifications/Skills Desired and Preferred:

·        5-10 years experience in the development and execution of strategic initiatives in customers service, Contact centers and the back office which have delivered significant business operational and financial outcomes, preferable in Outsourcing companies.

·        Knowledge: Contact Center Solutions (IVR, bots, etc) CX, 6sigma, COPC, DMAIC and White Belt or Green Belt or Black Belt

·        Sound understanding of Customer Service applications in terms of their application as a business enabler to drive business outcomes - this includes contact centre, WFO, CRM, reporting and analytics tools, workflow

·        Extensive and proven experience with the development of strategic plans, including the development of business roadmaps, ROI assessments, and recommendations for operational business improvements

·        Substantial experience in leading business consulting engagement including planning, interviewing key stakeholders, facilitating workshops, identifying organisation and process gaps, process mapping and re-engineering, and developing high quality and relevant reports

·        Substantial experience in the development of business cases, financial modelling of ROI assessments, and the articulation of financial, customer and quality benefits

·        Well-developed expertise in complex business requirements gathering and analysis, and articulation of findings to all levels of customer organisation

·        Proven experience in the delivery of powerful, impactful and quality presentations at both senior and executive levels


About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog.


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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