" \u003cdiv class=\"ja-job-details\"\u003e \u003ch2 class=\"title\"\u003eSenior Consultant, CX Genesys Cloud\u003c/h2\u003e \u003cdiv class=\"meta\"\u003e \u003cul class=\"classifications\"\u003e \u003cli data-id=\"19926\"\u003e IT \u0026amp; Telecomms \u003c/li\u003e \u003cli data-id=\"19927\"\u003e Consultant - Other \u003c/li\u003e \u003cli data-id=\"19928\"\u003e Sydney \u003c/li\u003e \u003cli data-id=\"19929\"\u003e Permanent / Full Time \u003c/li\u003e \u003c/ul\u003e \u003cp class=\"date-posted\"\u003e 27/10/2026 \u003c/p\u003e \u003c/div\u003e \u003cdiv class=\"description\"\u003e \u003cdiv\u003e \u003cdiv\u003eThe Senior CX Consultant is responsible for leading the design and delivery of complex Customer Experience (CX) and Contact Centre as a Service (CCaaS) solutions for Nexon customers, with a primary focus on Genesys Cloud CX.\u0026nbsp;\u003c/div\u003e \u003cdiv\u003eThe role leads medium and large consulting engagements from discovery and solution design through implementation, testing, transition and go-live. Working directly with customer stakeholders, the Senior CX Consultant translates business requirements into practical technical solutions that support customer experience and operational outcomes.\u0026nbsp;\u003c/div\u003e \u003cdiv\u003eAs a senior member of the CX Consulting team, the role provides technical leadership across engagements, supports pre-sales and solution scoping, resolves complex delivery and support escalations, and contributes to the development of consultants, technical standards and reusable practice assets.\u0026nbsp;\u003cbr\u003e\u003cbr\u003e\u003c/div\u003e \u003cdiv\u003e\u003cspan style=\"font-weight:bold\"\u003eKey Responsibilities\u0026nbsp;\u003c/span\u003e\u003c/div\u003e \u003cdiv\u003e \u003cul\u003e \u003cli\u003eLead medium and large CX consulting engagements, taking ownership of successful end-to-end solution delivery.\u0026nbsp;\u003c/li\u003e \u003cli\u003eLead customer discovery, requirements gathering and solution design workshops.\u0026nbsp;\u003c/li\u003e \u003cli\u003eTranslate customer business and operational requirements into clear technical requirements and solution designs.\u0026nbsp;\u003c/li\u003e \u003cli\u003eChallenge customer assumptions constructively and recommend solutions aligned with business outcomes, platform capabilities and industry best practice.\u0026nbsp;\u003c/li\u003e \u003cli\u003eDesign complex Genesys Cloud CX solutions, including routing, Architect flows, integrations, APIs, omnichannel capabilities, reporting, analytics and Workforce Engagement Management.\u0026nbsp;\u003c/li\u003e \u003cli\u003eAct as consulting lead for implementation projects and advisory engagements, providing CX advice and technical knowledge \u0026amp; expertise.\u0026nbsp;\u003c/li\u003e \u003cli\u003eConfigure, test and deploy CX solutions where required, while ensuring appropriate technical oversight across the broader delivery team.\u0026nbsp;\u003c/li\u003e \u003cli\u003eProduce and approve solution designs, technical specifications, test documentation, implementation plans and as-built documentation.\u0026nbsp;\u003c/li\u003e \u003cli\u003eManage technical risks, dependencies and solution decisions throughout the engagement lifecycle.\u0026nbsp;\u003c/li\u003e \u003cli\u003eEnsure delivery complies with Nexon\u0027s project governance, quality, security, change management and peer-review requirements.\u0026nbsp;\u003c/li\u003e \u003cli\u003eLead customer presentations and clearly communicate solution recommendations, constraints, risks and implementation options.\u0026nbsp;\u003c/li\u003e \u003cli\u003eManage stakeholder expectations and act as a trusted advisor to customer business and technology stakeholders.\u0026nbsp;\u003c/li\u003e \u003cli\u003eSupport pre-sales activities, including customer meetings, solution definition, effort estimation and the preparation of technical inputs for Statements of Work.\u0026nbsp;\u003c/li\u003e \u003cli\u003eDeliver advisory engagements that help customers improve their CX capability and maximise value from their technology investments.\u0026nbsp;\u003c/li\u003e \u003cli\u003eProvide technical leadership during complex project, platform and support escalations.\u0026nbsp;\u003c/li\u003e \u003cli\u003eProvide senior on-call support on rotating roster where required.\u0026nbsp;\u003c/li\u003e \u003cli\u003eMentor CX Consultants, support team members and other delivery resources.\u0026nbsp;\u003c/li\u003e \u003cli\u003eContribute to practice standards, delivery methods, templates, knowledge assets and reusable solution components.\u0026nbsp;\u003c/li\u003e \u003cli\u003eMaintain awareness of CX, contact centre, cloud and AI technology developments and identify opportunities to improve Nexon\u0027s solutions and services.\u003c/li\u003e \u003c/ul\u003e \u003c/div\u003e \u003c/div\u003e \u003cdiv\u003e \u003cdiv\u003e\u003cspan style=\"font-weight:bold\"\u003eExperience \u0026amp; Knowledge\u0026nbsp;\u003c/span\u003e\u003c/div\u003e \u003cdiv\u003eEssential\u0026nbsp;\u003c/div\u003e \u003cdiv\u003e \u003cul\u003e \u003cli\u003e3+ years\u0027 experience in Customer Experience, contact centre technology, CCaaS consulting, solution delivery or a related technical consulting role.\u0026nbsp;\u003c/li\u003e \u003cli\u003eDemonstrated experience leading customer-facing technology consulting or implementation engagements.\u0026nbsp;\u003c/li\u003e \u003cli\u003eStrong end-to-end experience designing, configuring, testing and deploying Genesys Cloud CX solutions.\u0026nbsp;\u003c/li\u003e \u003cli\u003eAdvanced knowledge of contact centre solution design, including routing, queues, Architect flows, digital channels, reporting and analytics.\u0026nbsp;\u003c/li\u003e \u003cli\u003eExperience gathering business requirements and translating them into technical requirements, solution designs and implementation plans.\u0026nbsp;\u003c/li\u003e \u003cli\u003eExperience designing integrations using APIs, Data Actions and cloud-based integration services.\u0026nbsp;\u003c/li\u003e \u003cli\u003eStrong understanding of contact centre operating models, customer experience metrics, workforce management, quality management and reporting concepts.\u0026nbsp;\u003c/li\u003e \u003cli\u003eDemonstrated ability to lead customer workshops and present technical recommendations to business and technology stakeholders.\u0026nbsp;\u003c/li\u003e \u003cli\u003eExperience managing technical risks, dependencies and solution decisions across complex engagements.\u0026nbsp;\u003c/li\u003e \u003cli\u003eStrong customer focus, with the ability to build trusted relationships and manage stakeholder expectations.\u0026nbsp;\u003c/li\u003e \u003cli\u003eExcellent written and verbal communication skills.\u0026nbsp;\u003c/li\u003e \u003cli\u003eStrong analytical, problem-solving and decision-making capability.\u0026nbsp;\u003c/li\u003e \u003cli\u003eAbility to operate independently with minimal supervision while collaborating effectively across project and operational teams.\u0026nbsp;\u003c/li\u003e \u003cli\u003eAbility to mentor other consultants and contribute to broader practice capability.\u0026nbsp;\u003c/li\u003e \u003cli\u003eGenesys Cloud Professional and Genesys Cloud Developer certifications.\u0026nbsp;\u003c/li\u003e \u003c/ul\u003e \u003c/div\u003e \u003c/div\u003e \u003cdiv\u003e\u003cspan style=\"font-weight:bold\"\u003eNo agencies please, we have got this one covered.\u003c/span\u003e \u0026nbsp;\u003cbr\u003e\u003cspan style=\"font-weight:bold\"\u003eAll candidates must have full permits to work in Australia. \u003c/span\u003e\u0026nbsp;\u003c/div\u003e \u003cdiv\u003e\u003cspan style=\"font-weight:bold\"\u003eAboriginal and Torres Strait Islander People are encouraged to apply\u003c/span\u003e\u0026nbsp;\u003c/div\u003e \u003c/div\u003e \u003cdiv class=\"apply\"\u003e \u003ca class=\"back-link\" href=\"#\" title=\"Back to search results\"\u003eBack to search results\u003c/a\u003e \u003cinput type=\"button\" class=\"ja-button\" data-job-id=\"933166\" value=\"Apply Now\" title=\"Apply Now\" /\u003e \u003c/div\u003e \u003c/div\u003e "