Senior Solution Consultant

About the Company

Genesys helps organisations of every size improve customer loyalty and business performance by delivering better experiences for both customers and employees. Its Genesys Cloud platform uses AI to coordinate experiences, helping companies scale personalised, empathetic interactions that support growth, engagement, efficiency, and better operating outcomes.

With a global workforce of more than 6,000 employees, Genesys promotes collaboration and empathy while giving people the independence to make meaningful impact and own their work.

Role Overview

As a Senior Solution Consultant, you will support AI-led experience orchestration across Australia and New Zealand. You will partner with sales, value consulting, services, and other teams to shape customer understanding, guide complex opportunities, and position Genesys as a platform for AI-powered transformation.

This opportunity is open to candidates located in Auckland or Wellington.

What the Role Involves

You will act as a trusted advisor on Genesys AI and Experience Orchestration, helping customers understand how the platform can coordinate journeys, decisions, and outcomes across channels.

You will typically be involved when AI and orchestration are central to a customer’s CX strategy, when the opportunity is moderately to highly complex, or when customers need help connecting AI capabilities to business value.

Responsibilities

• Lead strategic discussions with senior stakeholders on how AI-driven orchestration can improve customer experience strategy and operations.
• Redirect conversations from isolated features or channels toward journeys, decisions, and business outcomes.
• Contribute to discussions on AI adoption, trust, and the value achieved from deployment.
• Serve as a solution lead on important opportunities, with guidance from Principal Solution Consultants where needed.
• Work alongside Sales, Value Consulting, Services, and partners to build aligned solution approaches.
• Handle technical and solution complexity across customer engagements.
• Create and present tailored demonstrations that highlight Genesys AI capabilities across journeys.
• Explain concepts such as journey orchestration, predictive routing, real-time decisioning, and automation in a clear way.
• Adjust communication for both technical audiences and business decision-makers.
• Support solution architecture that fits customer needs and desired business outcomes.
• Help define phased delivery plans that combine quick wins with longer-term transformation.
• Ensure proposed solutions meet security, compliance, and scalability expectations.
• Share knowledge, methods, and best practices within the ANZ Solution Consulting team.
• Collaborate with peers and mentors to deepen team capability in AI and orchestration.
• Contribute to partner-facing engagements and joint solution design.

Requirements

• 5–8+ years of experience in solution consulting, CX platforms, or similar technology roles.
• Background supporting complex or enterprise-scale opportunities.
• Strong understanding of Genesys Experience Orchestration ideas such as journeys, routing, analytics, and automation.
• Practical knowledge of AI topics including predictive models, real-time decisioning, and newer LLM use cases.
• Excellent communication skills with the ability to engage both technical and business stakeholders.
• Helpful but not mandatory: exposure to AI-enabled CX or orchestration platforms.
• Helpful but not mandatory: awareness of AI governance, risk, and compliance concerns.
• Helpful but not mandatory: experience integrating CX solutions into enterprise environments.
• Helpful but not mandatory: familiarity with cloud platforms and modern SaaS architecture.
• Applicants must have the legal right to work in New Zealand.
• Agency resumes are not accepted for this role.

Growth and Development

In this position, you will work on meaningful CX and AI initiatives across the ANZ market, build deeper expertise in AI-driven experience orchestration, collaborate with experienced leaders, and grow toward stronger strategic and technical leadership within the organisation.

Company Information

Genesys supports more than 8,000 organisations worldwide in creating strong customer and employee experiences. Its Genesys Cloud platform uses agentic AI to connect people, systems, data, and AI across the enterprise, helping improve loyalty, growth, retention, operational efficiency, and teamwork across human and AI workforces.

Reasonable Accommodation

If you need an accommodation to complete any part of the application process, or if you cannot access or use the online application and need another way to apply, you may contact the company for support. A response is typically provided within 24–48 hours. The accommodation contact is intended only for applicants needing support with the application process and should not be used for general follow-ups or resume submissions.

Equal Opportunity

The employer is committed to equal opportunity and fair hiring. Qualified applicants are considered without discrimination based on race, colour, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military or veteran status, or other protected characteristics.

Important Notes

Recruiters will not request sensitive personal or financial information during the application stage. Referrals should be submitted using the link shared by the employee who referred you.