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 Business Value Specialist – CX (CcaaS /AI/EXPERIENCE ORCHESTRATION)
This role opens opportunities to candidates based in Sydney or Melbourne.
In a world where customer expectations are rising faster than ever, delivering exceptional experiences isn’t optional, it’s a competitive advantage.
As a Senior Business Value Specialist at Genesys Cloud, you will be at the forefront of helping organizations unlock that advantage.
This is not a traditional consulting role. You will partner with customers and cross-functional teams to connect technology to tangible business outcomes- quantifying the value of Genesys Cloud through data-driven insights, AI-powered innovation, and strategic storytelling. By translating complex data and analytics into clear, compelling narratives, you will influence executive decisions, shape transformation strategies, and prove measurable impact across customer experience, operational efficiency, and revenue growth.
If you thrive at the intersection of data, strategy, and storytelling- and want to play a pivotal role in how leading organizations reimagine experiences- this role puts you exactly where it matters most.
You will operate as a senior individual contributor, owning high-impact, strategic customer engagements end-to-end and influencing both customer decisions and commercial outcomes.
Key Responsibilities
Value Assessment and Customer Discovery
Run enablement sessions across pre-sales and sales team, teaching core concepts across business value discovery and applications
Act as a lead value consultant across sales, expansion, and renewal cycles, shaping deal strategy through business value articulation
Independently lead ambiguous, early-stage customer conversations with minimal direction, shaping problem statements and value hypotheses from scratch
Proactively identify and create new value opportunities within accounts, beyond defined deal cycles
Operate as a trusted advisor to senior stakeholders, confidently challenging assumptions and guiding strategic direction
Analyze current-state customer experience environments and identify opportunities for transformation and AI implementation using Genesys solutions
Drive alignment across sales, solution consulting, and industry teams on customer priorities, value drivers, and deal strategy
Business Impact and Financial Modelling
Develop and apply value frameworks that directly influence customer investment decisions and quantify business outcomes such as cost savings, revenue uplift, and efficiency gains
Own end-to-end development of business cases, from initial hypothesis through to executive-ready outputs without reliance on templates alone
Demonstrate strong commercial acumen, connecting financial models directly to real business levers and decision-making
Continuously refine and improve modelling approaches based on deal feedback and market dynamics
Directly influence customer decision-making and investment justification
Executive Storytelling and Presentation
Translate complex data and technical concepts into clear, concise, and compelling business narratives
Tailor messaging to align with industry-specific challenges and strategic priorities
Lead executive-level conversations with confidence and presence, influencing C-suite stakeholders
Craft original, insight-led narratives rather than relying on standard messaging or collateral
Adapt in real time during discussions, handling objections and reframing value under pressure
Cross-Functional Collaboration
Partner with sales, customer success, marketing, and product teams to refine value propositions and go-to-market messaging
Support strategic deals by articulating differentiated value aligned to customer outcomes
Take ownership of driving alignment across teams, even in complex or high-stakes deal environments
Act as a ‘quarterback’ on strategic opportunities, ensuring momentum without formal authority
Proactively identify gaps in GTM or value articulation and take initiative to solve them
Market Insight and Innovation
Independently build and maintain POVs on industry trends, bringing fresh insights into customer conversations across CcaaS, AI, digital channels, and customer experience transformation
Incorporate best practices, deep competitive insights, and emerging technologies into customer engagements
Experiment with new approaches, tools, or frameworks to enhance value consulting impact
Articulate the value and ROI of AI-powered experience orchestration with deep industry knowledge to customers and internal teams
Actively contribute thought leadership, elevating the role of Business Value within the organization
What Success Looks Like
Acts as a trusted advisor to customers and internal teams on high-impact, strategic opportunities
Consistently influences executive stakeholders and drives measurable business and commercial outcomes
Builds scalable value frameworks and best practices adopted across the region
Elevates the role of Business Value as a critical driver of deal success and customer transformation
Qualifications and Experience
Bachelor’s degree in Business, Marketing, Economics, or a related discipline
10+ years experience in business value consulting, management consulting, business analysis, or solution consulting within technology or SaaS environments
Strong analytical and problem-solving skills with experience in financial modelling and data-driven decision making
Excellent communication and presentation skills with the ability to engage executive stakeholders
Demonstrated ability to operate independently in ambiguous environments, taking ownership of outcomes with minimal guidance
Proven track record of influencing senior stakeholders and driving measurable business impact in complex, multi-stakeholder deals
Intellectual curiosity and growth mindset, with a history of proactively building new capabilities, perspectives, or approaches beyond core role expectations
Understanding of customer experience, contact centre technologies, or cloud-based platforms (CcaaS preferred)
Experience facilitating workshops, journey mapping, or human-centred design approaches
Ability to work in a collaborative, fast-paced, and customer-focused environment
Willingness to travel across Australia, New Zealand, and the broader region as required
Preferred Qualifications
Experience in AI, automation, or experience orchestration platforms
Background in consulting firms or enterprise SaaS organizations
Familiarity with KPI and research frameworks such as customer satisfaction, NPS, operational efficiency, TCO, and revenue metrics
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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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.
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