Senior Delivery Consultant VoC

Genesys•Raleigh, NC

8d•$135,600 - $238,600•Remote

About The Position

Genesys is seeking an experienced Senior Delivery Consultant to join its Voice of the Customer (VoC) practice. The role leads client engagements focused on customer experience design, measurement, and improvement. It brings together VoC signals to identify customer experience trends and turns data insights into business recommendations and action, helping clients deliver superior, empathetic, orchestrated customer experiences. The consultant combines consulting and facilitation skills with practical expertise in customer experience management, contact center operations, VoC programs, and insight generation. The role works in complex environments where data and processes may be incomplete or inconsistent, bringing structure to ambiguity and building credibility with senior stakeholders. It collaborates across Genesys and client organizations and provides guidance from discovery through recommendations and implementation. The position also helps grow Genesys’ influence beyond contact center operations and establish the company as a strategic partner for customer experience transformation. It is fully remote within the United States. Travel of up to 33% may be required.

Requirements

Significant experience leading consulting engagements focused on customer experience, Voice of the Customer, and strategic transformations.
Hands-on ability to design superior, empathetic, and orchestrated customer experiences.
Strong understanding of VoC practices, including signal design, feedback gathering, insight generation, closed-loop processes, program governance, and data-driven decision-making.
Strong understanding of contact center management, including performance measures, operational processes and functions, and customer experience drivers.
Ability to apply CCaaS technology and AI-supported engagement center capabilities to experience design and help clients achieve 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 cross-functional internal and external stakeholders.
Excellent workshop facilitation, stakeholder management, and executive communication skills.
Strong analytical and problem-solving skills; comfort working with imperfect, incomplete, or ambiguous data and bringing structure to complex problems.
Strong project and engagement management skills, including scope, stakeholder, dependency, and risk management, and effectiveness with business and technical audiences.
Comfort with travel; up to 33% may be required.

Nice To Haves

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.

Responsibilities

Work with client stakeholders and Genesys experts to understand and align business priorities and customer experience objectives.
Identify and analyze quantitative and qualitative VoC signals, including surveys, speech and text analytics, quality programs, operational metrics, and contact center data.
Conduct listening sessions with Genesys account teams and client stakeholders to understand current customer experience and planned improvement actions.
Document data that may be incomplete, inconsistent, distributed across systems, or based on non-standard definitions.
Define engagement scope, expected timeline, and resources.
Analyze VoC signals, customer journey maps, and business KPIs to identify experience patterns, drivers, strengths, and friction.
Translate VoC data, customer verbatim, operational context, brand commitments, and business priorities into clear current-state findings.
Develop and prioritize actionable recommendations, including impact, effort, investment, and roadmap or timeline.
Collaborate with client stakeholders to validate hypotheses and recommendations.
Facilitate workshops and working sessions with stakeholders across Customer Experience, Contact Center, Digital, Analytics, Technology, and other functions.
Identify opportunities to use Genesys analytics, automation, AI, and experience orchestration capabilities to improve outcomes.
Help clients define measures of success and establish baselines for assessing the impact of recommended changes.
Manage engagements from kickoff through final delivery, maintaining alignment on scope, milestones, risks, decisions, and outcomes.
Help customers turn insights into action by defining ownership, governance, closed-loop processes, and practical next steps.
Develop executive-ready deliverables and communicate complex findings in clear, actionable business language.
Contribute to the VoC practice by creating and improving methodologies, playbooks, tools, and reusable delivery assets.

Benefits

Medical, dental, and vision insurance.
Telehealth coverage.
Flexible work schedules and work-from-home opportunities.
Development and career growth opportunities.
Open Time Off and 10 paid holidays.
401(k) matching program.
Adoption assistance.
Fertility treatments.
Paid volunteer time.
Well-being resources and regionally tailored programs for employees and their families.
Mentorship, learning programs, leadership development, and education support.