Engagement Lead, CX Advisory

Genesys•New York, NY

23h•Remote

About The Position

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. Core to the Genesys Professional Services approach is helping clients establish clarity before they commit to change. As an Engagement Lead within the CX Advisory practice, you will operate at the front edge of complex client engagements – an experienced consultant framing problems, defining direction, and creating the conditions for successful downstream execution across Genesys Professional Services. This role leads enterprise-level strategy engagements at the intersection of business transformation, customer experience, and technology enablement. CX Advisory consultants are typically engaged first, helping clients understand where they are, what must change, and the sequence required to get there. From that foundation, they act as the strategic anchor that keeps executives, delivery teams, and partners aligned as strategy turns into action. The ideal candidate is a seasoned strategist with strong executive presence, exceptional synthesis and storytelling skills, and the judgment to operate under ambiguity — equally comfortable advising senior leaders and collaborating deeply with delivery teams to ensure intent carries through to execution. Location: Fully remote within US

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.
Comfort advising on technology enablement (including Genesys) without defaulting to solution-first thinking.
Exceptional executive communication, facilitation, and storytelling skills.
Strong PowerPoint-based strategy visualization capabilities, including working under time pressure during critical decision moments.
Ability to perform effectively under pressure when engagements reach key executive readouts or inflection points (even if not the daily norm).
Comfortable influencing without formal authority while driving clarity and rememberable decisions.

Responsibilities

Lead enterprise- and business-level discovery with executives and lines of business to uncover root causes, constraints, and decision trade-offs — not just surface pain points.
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 (not status updates).
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.
Act as the “adult in the room” when client, delivery, or account stakeholders are misaligned, protecting the integrity of the strategy and the client outcome.
Translate strategy into compelling, fit-for-purpose narratives and visualizations using PowerPoint and Genesys frameworks — flexing creatively when the situation demands.
Position Genesys capabilities in the context of operating model, governance, and business value, rather than features or configurations.
Produce executive-facing materials that drive clarity, alignment, and decisions, not just documentation.
Operate effectively within a utilization-tracked Professional Services model in accordance with standard accounting practices.
Manage time and priorities across 2–3 concurrent client engagements, typically with one engagement in an intensive start-up phase.
Contribute directly to revenue realization through high-impact, billable advisory engagements while strengthening downstream delivery success.