Senior Consultant, CX Genesys Cloud (must have full work rights)

The Senior CX Consultant is responsible for leading the design and delivery of complex Customer Experience (CX) and Contact Centre as a Service (CCaaS) solutions for Nexon customers, with a primary focus on Genesys Cloud CX.

The role leads medium and large consulting engagements from discovery and solution design through implementation, testing, transition and go-live.

Working directly with customer stakeholders, the Senior CX Consultant translates business requirements into practical technical solutions that support customer experience and operational outcomes.

As a senior member of the CX Consulting team, the role provides technical leadership across engagements, supports pre-sales and solution scoping, resolves complex delivery and support escalations, and contributes to the development of consultants, technical standards and reusable practice assets.

Key Responsibilities

- Lead medium and large CX consulting engagements, taking ownership of successful end-to-end solution delivery.
- Lead customer discovery, requirements gathering and solution design workshops.
- Translate customer business and operational requirements into clear technical requirements and solution designs.
- Challenge customer assumptions constructively and recommend solutions aligned with business outcomes, platform capabilities and industry best practice.
- Design complex Genesys Cloud CX solutions, including routing, Architect flows, integrations, APIs, omnichannel capabilities, reporting, analytics and Workforce Engagement Management.
- Act as consulting lead for implementation projects and advisory engagements, providing CX advice and technical knowledge & expertise.
- Configure, test and deploy CX solutions where required, while ensuring appropriate technical oversight across the broader delivery team.
- Produce and approve solution designs, technical specifications, test documentation, implementation plans and as-built documentation.
- Manage technical risks, dependencies and solution decisions throughout the engagement lifecycle.li>




- Ensure delivery complies with Nexon's project governance, quality, security, change management and peer-review requirements.
- Lead customer presentations and clearly communicate solution recommendations, constraints, risks and implementation options.
- Manage stakeholder expectations and act as a trusted advisor to customer business and technology stakeholders.
- Support pre-sales activities, including customer meetings, solution definition, effort estimation and the preparation of technical inputs for Statements of Work.
- Deliver advisory engagements that help customers improve their CX capability and maximise value from their technology investments.
- Provide technical leadership during complex project, platform and support escalations.
- Provide senior on-call support on rotating roster where required.
- Mentor CX Consultants, support team members and other delivery resources.li>
- Contribute to practice standards, delivery methods, templates, knowledge assets and reusable solution components.
- Maintain awareness of CX, contact centre, cloud and AI technology developments and identify opportunities to improve Nexon's solutions and services.

Experience & Knowledge

- 3+ years' experience in Customer Experience, contact centre technology, CCaaS consulting, solution delivery or a related technical consulting role.
- Demonstrated experience leading customer-facing technology consulting or implementation engagements.
- Solid end-to-end experience designing, configuring, testing and deploying Genesys Cloud CX solutions.
- Advanced knowledge of contact centre solution design, including routing, queues, Architect flows, digital channels, reporting and analytics.
- Experience gathering business requirements and translating them into technical requirements,



solution designs and implementation plans.
- Experience designing integrations using APIs, Data Actions and cloud-based integration services.
- Strong understanding of contact centre operating models, customer experience metrics, workforce management, quality management and reporting concepts.
- Demonstrated ability to lead customer workshops and present technical recommendations to business and technology stakeholders.
- Experience managing technical risks, dependencies and solution decisions across complex engagements.
- Strong customer focus, with the ability to build trusted relationships and manage stakeholder expectations.
- Excellent written and verbal communication skills.
- Strong analytical, problem-solving and decision-making capability.
- Ability to operate independently with minimal supervision while collaborating effectively across project and operational teams.
- Ability to mentor other consultants and contribute to broader practice capability.
- Genesys Cloud Professional and Genesys Cloud Developer certifications.
- Additional specialist Genesys Cloud certifications and a relevant Microsoft Azure, AWS or other complementary technology certification. Experience with Workforce Engagement Management solutions.
- Experience delivering omnichannel, analytics or CX transformation initiatives.
- Working knowledge of AWS or Microsoft Azure integration services.
- Experience integrating Genesys Cloud CX with platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow or other enterprise systems.
- Understanding of AI, conversational AI and large language model capabilities within customer experience environments.
- Experience contributing to pre-sales solution development, estimates and Statements of Work.
- Relevant tertiary qualification in information technology, computer science, engineering or a related discipline, or equivalent industry experience.

All candidates must have full permits to work in Australia.

Aboriginal and Torres Strait Islander People are encouraged to apply

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📌 Senior Consultant, CX Genesys Cloud (must have full work rights) (Melbourne)
🏢 Nexon Asia Pacific
📍 Melbourne