Genesys · 2 days ago
Engagement Lead, CX Advisory
United States
Full-time
Remote
Senior Level, Lead/Staff
$136K/yr - $239K/yr
8+ years expGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. As an Engagement Lead within the CX Advisory practice, you will lead enterprise-level strategy engagements, helping clients understand their needs and guiding them through successful transformations.
Artificial Intelligence (AI)Cloud ComputingSaaSSoftware
Responsibilities
Lead enterprise- and business-level discovery with executives and lines of business to uncover root causes, constraints, and decision trade-offs — not just surface pain points
Frame ambiguous problem spaces into clear strategic questions, hypotheses, and options that support executive decision-making
Synthesize qualitative and quantitative inputs into clear transformation strategies, phased roadmaps, and executive-ready recommendations tied to measurable outcomes
Define the sequence of change — what must be stabilized first, what can wait, and what should not be attempted yet — to reduce risk and enable sustainable execution
Serve as a trusted strategic advisor to client executives, facilitating working sessions focused on priorities, trade-offs, and decisions (not status updates)
Act as the strategic lead at the outset of engagements, establishing clarity and direction before downstream delivery teams are mobilized
Partner closely with delivery consultants, solution architects, account teams, and customer success to ensure strategy, intent, and constraints are clearly threaded into execution
Step into situational engagement leadership when ambiguity, risk, or misalignment threatens progress — unblocking decisions, reframing direction, and restoring momentum
Act as the “adult in the room” when client, delivery, or account stakeholders are misaligned, protecting the integrity of the strategy and the client outcome
Translate strategy into compelling, fit-for-purpose narratives and visualizations using PowerPoint and Genesys frameworks — flexing creatively when the situation demands
Position Genesys capabilities in the context of operating model, governance, and business value, rather than features or configurations
Produce executive-facing materials that drive clarity, alignment, and decisions, not just documentation
Operate effectively within a utilization-tracked Professional Services model in accordance with standard accounting practices
Manage time and priorities across 2–3 concurrent client engagements, typically with one engagement in an intensive start-up phase
Contribute directly to revenue realization through high-impact, billable advisory engagements while strengthening downstream delivery success
Qualification
Required
8+ years of experience in strategy consulting, enterprise transformation, or complex advisory roles
Demonstrated success leading ambiguous, high-stakes engagements with senior executives
Proven ability to diagnose systemic issues and translate them into sequenced, actionable strategies
Experience operating in large, complex, and often federated enterprise environments
Strong grounding in customer experience, service operations, or contact center transformation
Ability to connect business strategy to operating models, governance, and measurable outcomes
Comfort advising on technology enablement (including Genesys) without defaulting to solution-first thinking
Exceptional executive communication, facilitation, and storytelling skills
Strong PowerPoint-based strategy visualization capabilities, including working under time pressure during critical decision moments
Ability to perform effectively under pressure when engagements reach key executive readouts or inflection points (even if not the daily norm)
Comfortable influencing without formal authority while driving clarity and rememberable decisions
Benefits
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Company
Genesys
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth.
5001-10000 employees
H1B Sponsorship
Genesys has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$2.98BKey Investors
Salesforce Ventures,ServiceNowSalesforce VenturesPermira
2025-07-31Corporate Round· $1.5B
2021-12-06Private Equity· $580M
2016-07-22Private Equity· $900M
Leadership Team
Tony Bates
Chairman and CEO
Brian Swartz
Chief Financial Officer
Recent News
2026-01-08
2025-12-30
2025-12-27
Company data provided by crunchbase