• We are looking for a candidate with a passion for working with leading edge software technologies in a global multicultural and diverse environment. This is an individual contributor role.

What is the role about?

• Interface with key client stakeholders/executives and effectively influence them to shape their CCaaS transformation program and executive sponsorship.
• Identify, understand, and address business problems through interpersonal and analytical assessment with stakeholders in the CX, EX, Digital, AI and Contact Centre Operational teams.
• Analyses and reviews current business operations; facilitates and leads workshops and focus groups to determine and implement business process improvements that leverage the latest innovation available in the AI-powered experience orchestration ecosystem.
• Collaborates with customer CX, EX, Digital, AI and Contact Centre Operational teams to analyse and understand key customer requirements, 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 relevant stakeholders to develop and lead actionable and targeted change management plans – including communications, training, sponsor roadmap, coaching, resistance management, and adoption and sustainment strategies.   
• Identifies key CX, EX, Digital, AI, 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 stakeholders.
• Contribute to the development of standardized CX Advisory offerings for use across the team.
• Support Genesys thought leadership by contributing to articles, webinars, roundtables, conferences, etc
• Provide mentorship, guidance, and training to internal teams to develop the CX, EX, Digital, AI and Contact Centre Operational expertise within Genesys.
• Occasional travel might be required.

What will you bring?

• 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, EX, Digital, AI, 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, EX, Digital, AI and Contact Centre Operations.    
• Awareness of industry standard change models such as (Kotters, ADKAR, Lewins, etc). 
• Experienced with Design Thinking concepts and methodology for driving collaborative workshops.
• Able to provide guidance around CX, EX, Digital, AI and Contact Centre Operational 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 environment with flexibility in finding solutions.
• Innovative approach, thinking outside of the box and able to consider different perspectives and lead divergent opinion to consensus.
• Strong decision making, leadership and influencing skills.
• Language: English and Afrikaans at professional level.