Senior Delivery Consultant VoC

Be the one building AI-powered experiences where they matter most.

At Genesys, we help 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.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Genesys is seeking an experienced Senior Delivery Consultant to join our Voice of the Customer (VoC) practice. This role will lead client engagements focused on experience design, measurement, and improvement. Bringing together VoC signals to generate insights, this expert will identify key customer experience trends, translating data insights into meaningful business recommendations and action. As a Customer Success professional, this role ensures our clients achieve their objectives of delivering a truly superior, empathetic, orchestrated customer experience.

The ideal candidate combines strong consulting and facilitation skills with practical expertise in customer experience management, contact center operations, Voice of the Customer programs, and insight generation. The successful candidate will be comfortable working in complex environments where the data and processes are not always clean. You will bring structure to ambiguity, establish credibility with senior stakeholders, work collaboratively across Genesys and the client’s organization, and deliver industry-leading guidance from discovery through recommendations and implementation.

With strong leadership, strategic thinking, keen experience awareness, and proven business judgement, this role will deliver value for our clients and Genesys. The Senior VoC Delivery Consultant will help grow Genesys’ influence beyond contact center operations, establishing us as a strategic and trusted partner for CX transformation.

Location: Fully remote within U.S. (Not limited to the states that the job is tagged to)

What you’ll do

• Discovery & Requirements Gathering

• Work with client stakeholders and Genesys experts to understand and align business priorities and CX objectives.

• Identify quantitative and qualitative VoC signals such as surveys, speech and text analytics, quality programs, operational metrics, and contact center data to analyze customer experience and overall program design effectiveness.

• Conduct listening sessions with the Genesys account team and client stakeholders to understand the current state of the customer experience and planned roadmap actions to improve.

• Document data that may be incomplete, inconsistent, distributed across multiple systems, and/or based on different (non-standard) definitions.

• Define clear scope of client engagement with expected timeline & resources.

• Insights & Design Recommendations

• Develop and analyze a mixture of VoC signals, customer journey mapping, and business KPIs to identify patterns and drivers, identifying areas of strength and experience friction.

• Translate all available VoC signals/data (including customer verbatim), operational context, brand commitments, and business priorities into clear findings for current state assessment.

• Assemble and prioritize clear, concise, and actionable recommendations to address identified experience friction. Recommendations will include impact, level of effort, investment needed, and roadmap/timeline for achievement.

• Work collaboratively with client stakeholders to validate hypotheses and recommendations

• Facilitate workshops and working sessions with customer stakeholders across Customer Experience, Contact Center, Digital, Analytics, Technology, and other business functions.

• Identify opportunities where Genesys capabilities, including analytics, automation, AI, and experience orchestration will enhance experience outcomes.

• Help customers define meaningful measures of success and establish baselines for assessing the impact of recommended changes.

• Delivery and Engagement Management

• Manage engagements from kickoff through final delivery, maintaining alignment on scope, milestones, risks, decisions, and outcomes.

• Help customers move from insight to action by defining ownership, governance, closed-loop processes, and practical next steps.

• Develop clear, executive-ready deliverables and communicate complex findings in straightforward, actionable business language.

• Contribute to the continued development of the VoC practice by creating and improving methodologies, playbooks, tools, and reusable delivery assets.

• What we’re looking for

• Significant experience leading consulting engagements focused on customer experience / voice of the customer and strategic transformations.

• Strong and proven ability to design for experience; applying hands-on expertise to create truly superior, empathetic, and orchestrated experiences for the customer.

• Strong understanding of Voice of the Customer practices, including signal design, feedback gathering, insight generation, closed-loop processes, program governance, and influencing data-driven business decision making.

• Strong understanding and ability to apply CCaaS technology to experience design, leveraging AI-supported engagement center capabilities to help clients achieve optimum performance and value from their Genesys investment.

• Demonstrated ability to independently lead complex, end-to-end engagements from discovery through executive recommendations and implementation.

• Ability to influence and build relationships with a cross-functional set of stakeholders, both internal and external.

• Comfort with travel; up to 33% may be required.

• Strong understanding of contact center management, including performance measures, operational processes and functions, and customer experience drivers.

• Excellent workshop facilitation, stakeholder management, and executive communication skills.

• Strong analytical problem-solving skills and comfort working with imperfect, incomplete, or ambiguous data. Ability to bring structure to complex and ambiguous problems and identify a practical path forward.

• Strong project and engagement management skills, including scope, stakeholder, dependency, and risk management; ability to work effectively across both business and technical audiences.

• Preferred Skills

• Experience with Genesys Cloud and its customer experience capabilities.

• Experience with VoC survey platforms, customer feedback systems, BI/reporting tools, interaction analytics, and customer data platforms.

• Familiarity with AI applications for customer feedback analysis, insight generation, automation, and customer experience management.

• Consulting experience with large or complex enterprise organizations.

• Why this role

• Voice of the Customer programs create the most value when organizations move beyond collecting feedback and use customer insight to understand the “as lived” experience and make better design and business decisions. This role sits at the center of that work.

• You will have the opportunity to help clients connect what their customers are experiencing with what is happening across their business operations, identifying the opportunities that matter most, and translating those insights into measurable action.

• You will also help shape a growing VoC consulting practice within Genesys. In addition to leading client engagements, you will influence how we deliver this work, strengthen our methodologies and playbooks, and help define how customer data, AI, and Genesys capabilities come together to drive better customer and business outcomes.

• LI-Remote

Compensation

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

135,600.00 - 238,600.00

Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

• Working at Genesys

• 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.

• Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.