Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Senior Principal CX Advisory Consultant (Individual Contributor)
Location: Riyadh flexible office
Summary of the Position
Join the Genesys CX Advisory team to help enterprise customers define and execute their AI Orchestration strategy and CX (customer experience) and EX (employee experience) transformation journey. You’ll shape programs, advise on CX and EX best practices and drive adoption of Genesys solutions that deliver measurable business outcomes. You’ll apply broad, cross-industry expertise and demonstrate leadership while influencing senior leaders and mentoring internal teams.
What is the role about?
Strategy and sponsorship: deliver high-quality consulting with clear ownership and trusted relationships; secure sponsorship for AI Orchestration and set direction aligned to short- and long-term enterprise goals.
Regional growth: actively contribute to the development of new and existing consulting opportunities in the region.
Design and lead transformations: stand-up programs and governance with organization-wide impact for large, complex, multi-workstream transformations, produce a KPI-driven CX roadmap using the latest AI-powered experience orchestration capabilities.
Run executive workshops: facilitate discovery and prioritization sessions; diagnose business problems through interviews, data analysis, and operational assessments across CX, EX, Digital, AI, Sales, and Services; use qualitative and quantitative research leadership and clear storytelling to inform decisions
Drive change and readiness: author and execute transformation, change management, business readiness and adoption plans.
De-risk delivery: proactively identify risks and issues early, manage dependencies and work with the program team to drive mitigation plans across data, process, talent, and tech.
Advance thought leadership: share insights and success stories within Genesys, speak at industry events, and contribute to Genesys webinars and articles.
Develop others: provide guidance, coaching and mentoring to internal teams to strengthen CX, EX, Digital, AI, Sales/Services expertise.
Travel occasionally as needed.
What will you bring?
Experience: 15+ years in CX/experience/consulting across multiple industries; 5+ years leading teams or multi-workstream programs.
Executive presence: credible with C-suite; proven track record shaping strategy and landing decisions.
Consulting depth: CX, EX, Digital, AI, and Sales/Services operations; advanced problem-solving and value realization applications.
Business acumen: deep understanding of industry trends, business strategies, and organizational objectives.
Change leadership: hands-on with ADKAR/Kotter/Lewin; authored and executed adoption plans at scale.
Workshop facilitation: skilled in Design Thinking and storytelling for collaborative workshops and impactful narratives that tie insights to decisions.
Metrics & scorecards: defines KPIs, builds value drivers & projections; sets up benefits tracking and OKRs.
Ways of working: applies Agile concepts; tailors governance for CX in private and public-sector contexts.
Analytical creativity: comfortable working with innovative, abstract ideas and ambiguity to set strategies and align diverse viewpoints to decisive actions.
Influence and leadership: leads global, cross-functional teams; confident decision-maker.
Regional savvy: understands KSA market dynamics, data residency, and localization considerations.
Genesys is an equal opportunity employer committed to diversity in the workplace. Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics
If a Genesys employee referred you, please use the link they sent you to apply.
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:
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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.
