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About the Role

As the Senior Director, CX Advisory – APAC, you will lead and grow Genesys’ CX Advisory practice across Asia Pacific, shaping the regional strategy, operating model and capability required to deliver the FY27 Customer Success strategy and future AI-led operating model. You will build and lead a high-performing regional advisory practice, partnering with executive leadership, Sales, Customer Success, Professional Services and Product to position Genesys as a trusted strategic advisor while delivering measurable customer and commercial outcomes. This role combines executive consulting, business leadership, commercial accountability and people leadership, with responsibility for the regional performance, capability and long-term growth of the APAC CX Advisory practice.

Responsibilities

Lead and continuously evolve the APAC CX Advisory practice, setting the regional strategy, operating model and business priorities.
Build and develop a high-performing advisory team, creating the capability, culture and leadership required to scale the practice.
Develop consulting methodologies, frameworks and reusable assets that improve consistency, quality and commercial impact.
Act as a trusted advisor to C-level executives, leading strategic discussions on AI, customer experience transformation and long-term business outcomes.
Sponsor complex regional advisory engagements and build executive relationships that strengthen customer value and strategic growth.
Drive regional growth by partnering with Sales and Customer Success on strategic pursuits, consulting offerings and executive engagement.
Influence investment decisions and business priorities that strengthen the long-term growth of the APAC CX Advisory practice.
Lead customers in identifying and delivering high-value AI-enabled customer transformation opportunities across customer journeys and contact centre operations.
Champion responsible AI adoption and translate emerging technologies into measurable customer value.
Establish governance, quality standards and measurement frameworks that ensure consistent delivery, continuous improvement and measurable business value across the advisory practice.
Collaborate closely with Professional Services, Customer Success, Sales, Product Management, Marketing and Global Advisory teams.
Influence product direction through customer insights and market feedback.
Represent APAC as the regional leader for CX Advisory within global strategic initiatives, influencing enterprise-wide advisory strategy, consulting methodologies and customer transformation priorities.
Represent Genesys as a thought leader through executive forums, industry events, customer engagement and strategic content.
Lead regional workforce, capability and succession planning aligned to long-term business strategy.
Recruit, develop and coach a high-performing advisory team, building a sustainable leadership pipeline.
Establish performance expectations and career development pathways.
Promote collaboration and knowledge sharing across the global advisory community.

Requirements

Bachelor's degree in Business, Technology or a related discipline, or equivalent practical experience.
10+ years of experience in management consulting, CX consulting, digital transformation or enterprise advisory.
8+ years leading consulting teams, professional services organisations or regional advisory practices, including experience leading leaders and building organisational capability.
Demonstrated experience leading regional business strategy, workforce planning and enterprise-scale CX and AI transformation programs.
Strong executive presence with experience engaging CIOs, COOs, Chief Customer Officers and other C-level stakeholders.
Proven people leadership experience including hiring, coaching and developing consulting professionals.
Experience building consulting practices, methodologies or advisory offerings.
Strong commercial acumen with experience supporting enterprise sales and strategic account growth.
Deep understanding of customer experience strategy, contact centre operations and digital transformation.
Outstanding communication, facilitation and executive presentation skills.
Experience working across multiple countries and cultures within APAC.
Experience with Genesys Cloud or another leading CX platform is highly desirable.
Experience leading AI-enabled customer transformation programs.
Knowledge of conversational AI, LLMs, automation, analytics and journey orchestration.
Familiarity with cloud technologies, enterprise architecture and integration strategies.
MBA or postgraduate qualification is desirable.
Experience speaking at industry conferences or publishing thought leadership.
Executive coaching or consulting certifications are advantageous.
Must be legally permitted to work in Australia.

Skills

AI
Customer Experience Transformation
Consulting
Business Leadership
Commercial Accountability
People Leadership
Strategy
Operating Model Development
Capability Building
Consulting Methodologies
Framework Development
Executive Advisory
Business Growth
Sales Partnership
Customer Success Partnership
Strategic Pursuits
Consulting Offerings
Executive Engagement
Investment Decision Influence
AI-Enabled Transformation
Contact Centre Operations
Responsible AI Adoption
Emerging Technologies
Governance
Quality Standards
Measurement Frameworks
Cross-functional Collaboration
Product Management Collaboration
Marketing Collaboration
Global Advisory Collaboration
Product Direction Influence
Market Feedback
Thought Leadership
Executive Forums
Industry Events
Strategic Content
Workforce Planning
Succession Planning
Recruiting
Coaching
Team Development
Leadership Pipeline Development
Performance Expectations
Career Development
Knowledge Sharing
Communication
Facilitation
Executive Presentation
APAC Market Understanding
Genesys Cloud
CX Platform
Conversational AI
LLMs
Automation
Analytics
Journey Orchestration
Cloud Technologies
Enterprise Architecture
Integration Strategies
Executive Coaching
Consulting Certifications

Location

APAC

Work Type

Hybrid
Remote

Experience Level

Senior Director
10+ years of experience in management consulting, CX consulting, digital transformation or enterprise advisory
8+ years leading consulting teams, professional services organisations or regional advisory practices

Education Level

Bachelor's degree in Business, Technology or a related discipline, or equivalent practical experience
MBA or postgraduate qualification is desirable

Benefits

Paid volunteer time
August Free Fridays
Well-being resources
Regionally tailored programs for employees and their families
Learning programs
Leadership development
Education support

About the Company

Genesys helps organizations create better customer experiences through AI-powered experience orchestration.
Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences.
With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise.
As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.
AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.
150+ new AI features were released in the last fiscal year.
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Equal Opportunity

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.