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.
Position Description
Job Title: CX Advisory Consultant
Department & Team: Customer Success
Location: [Tokyo]
Job Reports to: [Hirokazu Kobayashi]
Job Summary:
As a CX Advisory Consultant, you’ll help leading organisations across APAC design, build, and scale AI-powered customer experiences and work side-by-side with clients to execute on their strategic vision.
You’ll 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’ll blend strategy, journey design, analytics, and change leadership to shape what’s next.
Key Responsibilities include (but not limited to):
- Diagnose & Prioritise: 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.
- Architect the Future: Co-create CX transformation roadmaps aligned to business goals, technology capabilities, data strategy, and AI readiness.
- Execute the Strategy: Translate strategy into delivery plans, backlogs, and releases; stand up POCs/pilots, drive scaled rollouts, and embed governance and success metrics.
- Design Journeys & Solutions: Convert requirements into clear journey flows, functional designs, and operational configurations leveraging bots, agent assist, predictive/rules-based routing, and workflow automation.
- Operationalise AI: 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.
- Lead Change & Adoption: Drive communication, training, and coaching to embed new ways of working and accelerate time-to-value for AI and automation initiatives.
- Prove Impact: Use analytics and experimentation (dashboards, A/B tests, control groups) to track adoption, operational efficiency, and CX outcomes; quantify ROI and recommend continuous optimisations.
- Engage & Influence: Lead workshops and executive briefings; build trusted relationships with C-level stakeholders, partners, and Genesys teams.
- Value & Benefits: 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
Minimum 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.
Bonus (Nice to Have)
· 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.
Work Context:
- Frequent collaboration with customers, cross-functional Genesys teams, and external partners.
- Regular use of digital collaboration tools and business systems.
- Travel within APAC up to 30% for customer meetings and strategic engagements.
Please note that Genesys will not accept resumes from agencies at this time.
To be eligible to apply for this role you must be legally permitted to work in Japan.
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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.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
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Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
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. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
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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.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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