Job Description
Senior Consultant, CX Genesys Cloud (must have full work rights)
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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.
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The role leads medium and large consulting engagements from discovery and solution design through implementation, testing, transition and go-live.
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Working directly with customer stakeholders, the Senior CX Consultant translates business requirements into practical technical solutions that support customer experience and operational outcomes.
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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.
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Key Responsibilities
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Lead medium and large CX consulting engagements, taking ownership of successful end-to-end solution delivery.
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Lead customer discovery, requirements gathering and solution design workshops.
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Translate customer business and operational requirements into explicit technical requirements and solution designs.
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Challenge customer assumptions constructively and recommend solutions aligned with business outcomes, platform capabilities and industry best practice.
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Design complex Genesys Cloud CX solutions, including routing, Architect flows, integrations, APIs, omnichannel capabilities, reporting, analytics and Workforce Engagement Management.
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Act as consulting lead for implementation projects and advisory engagements, providing CX advice and technical knowledge & expertise.
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Configure, test and deploy CX solutions where required, while ensuring appropriate technical oversight across the broader delivery team.
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Produce and approve solution designs, technical specifications, test documentation, implementation plans and as-built documentation.
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Manage technical risks, dependencies and solution decisions throughout the engagement lifecycle.li>
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Ensure delivery complies with Nexon's project governance, quality, security, change management and peer-review requirements.
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Lead customer presentations and clearly communicate solution recommendations, constraints, risks and implementation options.
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Manage stakeholder expectations and act as a trusted advisor to customer business and technology stakeholders.
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Support pre-sales activities, including customer meetings, solution definition, effort estimation and the preparation of technical inputs for Statements of Work.
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Deliver advisory engagements that help customers improve their CX capability and maximise value from their technology investments.
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Provide technical leadership during complex project, platform and support escalations.
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Provide senior on-call support on rotating roster where required.
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Mentor CX Consultants, support team members and other delivery resources.li>
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Contribute to practice standards, delivery methods, templates, knowledge assets and reusable solution components.
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Maintain awareness of CX, contact centre, cloud and AI technology developments and identify opportunities to improve Nexon's solutions and services.
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Experience & Knowledge
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3+ years' experience in Customer Experience, contact centre technology, CCaaS consulting, solution delivery or a related technical consulting role.
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Demonstrated experience leading customer-facing technology consulting or implementation engagements.
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Robust end-to-end experience designing, configuring, testing and deploying Genesys Cloud CX solutions.
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Advanced knowledge of contact centre solution design, including routing, queues, Architect flows, digital channels, reporting and analytics.
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Experience gathering business requirements and translating them into technical requirements, solution designs and implementation plans.
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Experience designing integrations using APIs, Data Actions and cloud-based integration services.
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Strong understanding of contact centre operating models, customer experience metrics, workforce management, quality management and reporting concepts.
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Demonstrated ability to lead customer workshops and present technical recommendations to business and technology stakeholders.
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Experience managing technical risks, dependencies and solution decisions across complex engagements.
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Strong customer focus, with the ability to build trusted relationships and manage stakeholder expectations.
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Excellent written and verbal communication skills.
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Strong analytical, problem-solving and decision-making capability.
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Ability to operate independently with minimal supervision while collaborating effectively across project and operational teams.
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Ability to mentor other consultants and contribute to broader practice capability.
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Genesys Cloud Professional and Genesys Cloud Developer certifications.
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Additional specialist Genesys Cloud certifications and a relevant Microsoft Azure, AWS or other complementary technology certification. Experience with Workforce Engagement Management solutions.
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Experience delivering omnichannel, analytics or CX transformation initiatives.
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Working knowledge of AWS or Microsoft Azure integration services.
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Experience integrating Genesys Cloud CX with platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow or other enterprise systems.
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Understanding of AI, conversational AI and large language model capabilities within customer experience environments.
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Experience contributing to pre-sales solution development, estimates and Statements of Work.
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Relevant tertiary qualification in information technology, computer science, engineering or a related discipline, or equivalent industry experience.
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All candidates must have full permits to work in Australia.
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Aboriginal and Torres Strait Islander People are encouraged to apply

📌 Senior Consultant, Cx Genesys Cloud (Must Have Full Work Rights) (Victoria)
🏢 Nexon Asia Pacific
📍 Victoria