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 Solution Consultant – Auckland or Wellington

Driving AI-Enabled Experience Orchestration Across ANZ

At Genesys, AI is the intelligence layer that orchestrates experiences — deciding what should happen, when it should happen, and how value is continuously improved across journeys.

As a Senior Solution Consultant, you help organisations across Australia and New Zealand adopt this AI-first approach to Experience Orchestration, moving beyond point automation toward more adaptive, outcome-driven systems.

You play a key role within the ANZ pre-sales organisation, partnering with sales, value consulting, and services teams to shape customer understanding, support complex opportunities, and position Genesys as a leading platform for AI-powered experience transformation.

This role opens opportunities for candidates based in either Auckland or Wellington.

The Role

As a Senior Solution Consultant, you are a trusted advisor on Genesys AI and Experience Orchestration. You work closely with account teams and customers to define how Genesys’ platform can orchestrate journeys, decisions, and outcomes across channels.

You typically engage when:

• AI and orchestration are important components of the customer’s CX strategy

• The opportunity involves moderate to high complexity or transformation scope

• Customers require guidance on how AI capabilities translate into business outcomes

Your impact is focused on advancing opportunities, strengthening customer confidence, and helping translate AI concepts into practical solutions.

What You’ll Be Responsible For

Supporting Strategic Conversations on AI-Driven Experience Orchestration;

• Engage senior stakeholders to explain how AI-driven orchestration enhances CX strategy and operations

• Help shift discussions from features and channels toward journeys, decisions, and outcomes

• Contribute to conversations around AI adoption, trust, and value realisation

• Leading Complex Opportunities with AI Components

• Act as a solution lead for key opportunities, working under guidance from Principal SCs where required

• Collaborate with Sales, Value Consulting, Services, and Partners to develop cohesive solution approaches

• Manage technical and solution complexity across customer engagements

• Demonstrating AI and Orchestration Capabilities

• Design and deliver tailored demonstrations that showcase Genesys AI capabilities across journeys

• Clearly communicate concepts such as journey orchestration, predictive routing, real-time decisioning, and automation

• Adapt messaging for both technical and business audiences

• Contributing to Solution Design and Architecture

• Support the development of solution architectures aligned to customer needs and business outcomes

• Help define phased approaches that balance quick wins with longer-term transformation

• Ensure alignment with security, compliance, and scalability requirements

• Building Capability and Contributing to Team Success

• Share knowledge and best practices within the ANZ Solution Consulting team

• Collaborate with peers and mentors to strengthen AI and orchestration capability

• Contribute to partner engagements and joint solution development

What We’re Looking For

You are an experienced solution consultant who understands the role of AI in improving customer and employee experiences. You are comfortable working across technical and business domains, and can translate complex concepts into clear, actionable solutions.

You’ll likely have:

• 5–8+ years’ experience in solution consulting, CX platforms, or related technology roles

• Experience supporting complex or enterprise-level opportunities• Solid understanding of Genesys Experience Orchestration concepts (journeys, routing, analytics, automation)

• Working knowledge of AI concepts such as predictive models, real-time decisioning, and emerging LLM use cases

• Strong communication skills and the ability to engage both technical and business stakeholders

Experience That’s Helpful (But Not Essential)

• Exposure to AI-enabled CX or orchestration platforms

• Understanding of AI governance, risk, and compliance considerations

• Experience integrating CX solutions into enterprise environments

• Familiarity with cloud platforms and modern SaaS architectures

In this role, you will:

• Work on impactful CX and AI initiatives across the ANZ market

• Develop your expertise in AI-driven experience orchestration

• Collaborate with experienced sales, value, and solution consulting leaders

• Build toward deeper strategic and technical leadership within the organisation

Genesys does not accept agency resumes for this role

Applicants must have the legal right to work in New Zealand

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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:

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.

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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.