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About the Role

As a CX Advisory Consultant, you will help leading organizations across APAC design, build, and scale AI-powered customer experiences and work side-by-side with clients to execute on their strategic vision. You will connect business strategy with digital, cloud, and automation transformation, guiding executives and operations teams to turn vision into measurable outcomes on Genesys solutions. Working with a global leader in AI-driven CX, you will blend strategy, journey design, analytics, and change leadership to shape what's next.

Responsibilities

Partner with strategic customers to pinpoint high-value CX opportunities across digital, voice, and Customer Experience centre operations, especially where AI and automation unlock impact.
Co-create CX transformation roadmaps aligned to business goals, technology capabilities, data strategy, and AI readiness.
Translate strategy into delivery plans, backlogs, and releases; stand up POCs/pilots, drive scaled rollouts, and embed governance and success metrics.
Convert requirements into clear journey flows, functional designs, and operational configurations leveraging bots, agent assist, predictive/rules-based routing, and workflow automation.
Identify AI use cases (e.g., voice/digital bots, intent recognition, knowledge/agent assist, summarisation, proactive outreach), define guardrails, and guide pilots to scaled adoption.
Drive communication, training, and coaching to embed new ways of working and accelerate time-to-value for AI and automation initiatives.
Use analytics and experimentation (dashboards, A/B tests, control groups) to track adoption, operational efficiency, and CX outcomes; quantify ROI and recommend continuous optimisations.
Lead workshops and executive briefings; build trusted relationships with C-level stakeholders, partners, and Genesys teams.
Identify and calculate the value of solution adoption, building business cases that tie AI/automation to tangible results.
Ad-hoc duties are required by management.

Requirements

Bachelor’s degree in Business, Technology, or related field, or equivalent practical experience in CX consulting, digital transformation, or Customer Experience operations.
3+ years consulting experience across CX, Digital, Reporting & Analytics, or Customer Experience Operations, advising on business and operational solutions.
3+ years leading large-scale CX/Digital/Operational transformation projects delivering measurable business change.
Strong knowledge of customer experience and Customer Experience operations (KPIs/metrics, best practices, employee experience, technology enablement).
Proven excellence in customer-facing leadership: workshops, top-tier presentations, and stakeholder engagement up to C-level.
Outstanding communication skills across business and technical audiences.
Familiarity with Agile (epics, user stories, sprint planning, demos).
Analytical and creative problem-solving in complex customer environments.
Experience with Genesys Cloud or other leading CX platforms is highly desirable.
Native-level proficiency in Japanese and business-level proficiency in English.
Hands-on experience with AI/automation in CX (voice/digital bots, conversational design, agent assist, predictive routing, workflow automation, LLM-enabled features).
Working knowledge of data, NLP/NLU basics, prompt/response design, and responsible AI principles (privacy, bias, security).
Familiarity with cloud integration patterns and APIs for CX ecosystems.
Legally permitted to work in Japan.

Skills

AI
Customer Experience (CX)
Digital Transformation
Cloud
Automation
Journey Design
Analytics
Change Leadership
Agile
Communication
Problem-solving
Japanese
English
Genesys Cloud
CX platforms
AI/automation in CX
Data
NLP/NLU
Prompt/response design
Responsible AI principles
Cloud integration patterns
APIs

Location

Tokyo

Work Type

Hybrid
Travel within APAC up to 30%

Experience Level

3+ years consulting experience
3+ years leading large-scale CX/Digital/Operational transformation projects

Education Level

Bachelor’s degree in Business, Technology, or related field, or equivalent practical experience

Benefits

Paid volunteer time
August Free Fridays
Well-being resources
Regionally tailored programs for employees and their families

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.
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.