Engagement Lead, CX Advisory

About This Role

Lead enterprise-level strategy engagements at the intersection of business transformation, customer experience, and technology enablement for clients. Frame ambiguous problems, define strategic direction, and create conditions for successful execution across Genesys Professional Services.

Responsibilities

• Lead enterprise- and business-level discovery with executives and lines of business to uncover root causes, constraints, and decision trade-offs.
• Frame ambiguous problem spaces into clear strategic questions, hypotheses, and options that support executive decision-making.
• Synthesize qualitative and quantitative inputs into clear transformation strategies, phased roadmaps, and executive-ready recommendations tied to measurable outcomes.
• Define the sequence of change – what must be stabilized first, what can wait, and what should not be attempted yet – to reduce risk and enable sustainable execution.
• Serve as a trusted strategic advisor to client executives, facilitating working sessions focused on priorities, trade-offs, and decisions.
• Act as the strategic lead at the outset of engagements, establishing clarity and direction before downstream delivery teams are mobilized.
• Partner closely with delivery consultants, solution architects, account teams, and customer success to ensure strategy, intent, and constraints are clearly threaded into execution.
• Step into situational engagement leadership when ambiguity, risk, or misalignment threatens progress – unblocking decisions, reframing direction, and restoring momentum.
• Translate strategy into compelling, fit-for-purpose narratives and visualizations using PowerPoint and Genesys frameworks.
• Operate effectively within a utilization-tracked Professional Services model in accordance with standard accounting practices.

Requirements

• 8+ years of experience in strategy consulting, enterprise transformation, or complex advisory roles
• Demonstrated success leading ambiguous, high-stakes engagements with senior executives
• Proven ability to diagnose systemic issues and translate them into sequenced, actionable strategies
• Experience operating in large, complex, and often federated enterprise environments
• Strong grounding in customer experience, service operations, or contact center transformation
• Ability to connect business strategy to operating models, governance, and measurable outcomes
• Exceptional executive communication, facilitation, and storytelling skills
• Strong PowerPoint-based strategy visualization capabilities

Qualifications

• 8+ years of experience in strategy consulting, enterprise transformation, or complex advisory roles

Skills

* Required skills

Benefits