CX Advisory 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.

CX Advisory Consultant - Kuala Lumpur

This role opens opportunities for applicants based in Malaysia.

As a CX Advisory Consultant, you'll help leading organisations across APAC design, build, and scale AI-powered customer experiences and work side-by-side with clients to execute on their strategic vision.

You'll connect business strategy with digital, cloud, and automation transformation, guiding executives and operations teams to turn vision into measurable outcomes on Genesys solutions. Working with a global leader in AI-driven CX, you'll blend strategy, journey design, analytics, and change leadership to shape what's next.

Responsibilities include (but not limited to):

• Diagnose & Prioritise: 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.

• Architect the Future: Co-create CX transformation roadmaps aligned to business goals, technology capabilities, data strategy, and AI readiness.

• Execute the Strategy: Translate strategy into delivery plans, backlogs, and releases; stand up POCs/pilots, drive scaled rollouts, and embed governance and success metrics.

• Design Journeys & Solutions: Convert requirements into clear journey flows, functional designs, and operational configurations leveraging bots, agent assist, predictive/rules-based routing, and workflow automation.

• Operationalise AI: 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.

• Lead Change & Adoption: Drive communication, training, and coaching to embed new ways of working and accelerate time-to-value for AI and automation initiatives.

• Prove Impact: Use analytics and experimentation (dashboards, A/B tests, control groups) to track adoption, operational efficiency, and CX outcomes; quantify ROI and recommend continuous optimisations.

• Engage & Influence: Lead workshops and executive briefings; build trusted relationships with C-level stakeholders, partners, and Genesys teams.

• Value & Benefits: Identify and calculate the value of solution adoption, building business cases that tie AI/automation to tangible results.

• Ad-hoc duties are required by management

Minimum Requirements

• Bachelor's degree in Business, Technology, or related field, or equivalent practical experience in CX consulting, digital transformation, or Customer Experience operations.

• 3+ years consulting experience across CX, Digital, Reporting & Analytics, or Customer Experience Operations, advising on business and operational solutions.

• 3+ years leading large-scale CX/Digital/Operational transformation projects delivering measurable business change.

• Strong knowledge of customer experience and Customer Experience operations (KPIs/metrics, best practices, employee experience, technology enablement).

• Proven excellence in customer-facing leadership: workshops, top-tier presentations, and stakeholder engagement up to C-level.

• Outstanding communication skills across business and technical audiences.

• Familiarity with Agile (epics, user stories, sprint planning, demos).

• Analytical and creative problem-solving in complex customer environments.

• Experience with Genesys Cloud or other leading CX platforms is highly desirable.

Bonus (Nice to Have)

• Hands-on experience with AI/automation in CX (voice/digital bots, conversational design, agent assist, predictive routing, workflow automation, LLM-enabled features).

• Working knowledge of data, NLP/NLU basics, prompt/response design, and responsible AI principles (privacy, bias, security).

• Familiarity with cloud integration patterns and APIs for CX ecosystems.

Work Context

• Frequent collaboration with customers, cross-functional Genesys teams, and external partners.

• Regular use of digital collaboration tools and business systems.

• Travel within APAC up to 30% for customer meetings and strategic engagements.

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

To be eligible to apply for this role you must be legally permitted to work in Malaysia.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit 

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.