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.
Senior Director, CX Advisory – APAC
As the Senior Director, CX Advisory – APAC, you will lead and grow Genesys’ CX Advisory practice across Asia Pacific, shaping the regional strategy, operating model and capability required to deliver the FY27 Customer Success strategy and future AI-led operating model.
You will build and lead a high-performing regional advisory practice, partnering with executive leadership, Sales, Customer Success, Professional Services and Product to position Genesys as a trusted strategic advisor while delivering measurable customer and commercial outcomes.
This role combines executive consulting, business leadership, commercial accountability and people leadership, with responsibility for the regional performance, capability and long-term growth of the APAC CX Advisory practice.
What You’ll Do:
In this role, the primary responsibilities include (but are not limited to):
Lead the APAC CX Advisory Practice
- Lead and continuously evolve the APAC CX Advisory practice, setting the regional strategy, operating model and business priorities.
- Build and develop a high-performing advisory team, creating the capability, culture and leadership required to scale the practice.
- Develop consulting methodologies, frameworks and reusable assets that improve consistency, quality and commercial impact.
Executive Customer Leadership
- Act as a trusted advisor to C-level executives, leading strategic discussions on AI, customer experience transformation and long-term business outcomes.
- Sponsor complex regional advisory engagements and build executive relationships that strengthen customer value and strategic growth.
Business Growth
- Drive regional growth by partnering with Sales and Customer Success on strategic pursuits, consulting offerings and executive engagement.
- Influence investment decisions and business priorities that strengthen the long-term growth of the APAC CX Advisory practice.
AI & CX Transformation Leadership
- Lead customers in identifying and delivering high-value AI-enabled customer transformation opportunities across customer journeys and contact centre operations.
- Champion responsible AI adoption and translate emerging technologies into measurable customer value.
Practice Excellence
- Establish governance, quality standards and measurement frameworks that ensure consistent delivery, continuous improvement and measurable business value across the advisory practice.
Cross-functional Leadership
- Collaborate closely with Professional Services, Customer Success, Sales, Product Management, Marketing and Global Advisory teams.
- Influence product direction through customer insights and market feedback.
- Represent APAC as the regional leader for CX Advisory within global strategic initiatives, influencing enterprise-wide advisory strategy, consulting methodologies and customer transformation priorities.
Thought Leadership
- Represent Genesys as a thought leader through executive forums, industry events, customer engagement and strategic content.
People Leadership
- Lead regional workforce, capability and succession planning aligned to long-term business strategy.
- Recruit, develop and coach a high-performing advisory team, building a sustainable leadership pipeline.
- Establish performance expectations and career development pathways.
- Promote collaboration and knowledge sharing across the global advisory community.
You’ll Bring
- Bachelor's degree in Business, Technology or a related discipline, or equivalent practical experience.
- 10+ years of experience in management consulting, CX consulting, digital transformation or enterprise advisory.
- 8+ years leading consulting teams, professional services organisations or regional advisory practices, including experience leading leaders and building organisational capability.
- Demonstrated experience leading regional business strategy, workforce planning and enterprise-scale CX and AI transformation programs.
- Strong executive presence with experience engaging CIOs, COOs, Chief Customer Officers and other C-level stakeholders.
- Proven people leadership experience including hiring, coaching and developing consulting professionals.
- Experience building consulting practices, methodologies or advisory offerings.
- Strong commercial acumen with experience supporting enterprise sales and strategic account growth.
- Deep understanding of customer experience strategy, contact centre operations and digital transformation.
- Outstanding communication, facilitation and executive presentation skills.
- Experience working across multiple countries and cultures within APAC.
- Experience with Genesys Cloud or another leading CX platform is highly desirable.
Preferred Qualifications
- Experience leading AI-enabled customer transformation programs.
- Knowledge of conversational AI, LLMs, automation, analytics and journey orchestration.
- Familiarity with cloud technologies, enterprise architecture and integration strategies.
- MBA or postgraduate qualification is desirable.
- Experience speaking at industry conferences or publishing thought leadership.
- Executive coaching or consulting certifications are advantageous.
Success Measures
Success in this role will be measured by:
- Growth and strategic impact of the APAC CX Advisory practice.
- Customer executive engagement and measurable business outcomes.
- Regional pipeline growth and strategic deal success.
- Leadership capability, workforce development and employee engagement.
- Delivery of regional business objectives and strategic priorities.
Work Context
- Frequent engagement with enterprise customers and executive stakeholders across APAC.
- Leadership of a geographically distributed consulting team.
- Collaboration with global cross-functional teams and strategic partners.
- Travel throughout the APAC region of approximately 30–40%.
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 Australia.
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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.
Stay Connected
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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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.
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 reasonable.accommodations@genesys.com.
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.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.
