Business Value Specialist

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.

Business Value Specialist

Location: Sydney or Melbourne

As a Business Value Specialist, you will be responsible for connecting customer experience delivery requirements, to the vision of what is possible, and to the outcomes and benefits delivered by our platform.

You will do so by workshopping the journey with the customer, finding the moments of truth, quantifying the stakes, and telling the end-to-end story that makes acting an imperative supported by value benchmarking and quantitative discovery methodologies. Success will be measured by differential win rates when you are engaged as well as bookings growth and satisfaction scores.

What you will do

• You are an ambitious and results-driven professional with a passion for exploring the intersection of technology and business.

• Your expertise lies in but is not limited to the realm of AI, CCaaS, and Experience Orchestration solutions, where you are dedicated to unravelling the immense potential that these technologies hold in revolutionizing customer experiences.

• With a solid educational background in Business and a keen interest in emerging technologies, you bring a fresh perspective to the dynamic landscape of experience delivery. Your analytical mindset allows you to delve into the intricacies of client challenges, seeking innovative ways to enhance their customer experience through the implementation of cutting-edge solutions.

• You thrive on the opportunity to conduct value assessments, collaborating closely with clients and internal teams to understand unique business objectives. Leveraging your skills in data analytics, you excel in quantifying the business impact of experience delivery platforms on key performance indicators. You are committed to showcasing the tangible return on investment and delivering compelling value propositions to our clients.

• In addition to your technical acumen, you are a strong communicator with excellent presentation skills. You enjoy working collaboratively with cross-functional teams, including sales, customer service, and marketing, to align on strategies that effectively communicate the business value of cloud solutions.

• Your journey in the world of business analysis and customer experience has equipped you with a foundation for continuous learning. You stay abreast of industry trends and best practices, always seeking opportunities to contribute insights that drive the improvement of the usage of our offerings.

• You are excited about the transformative power of experience solutions and eager to contribute to the success of our clients by unlocking the full potential of customer experiences in the digital era.

What you will do

Value Assessment:

• Establish rapport and collaborate with clients and internal teams to understand their business challenges and objectives related to customer experience.

• Conduct thorough assessments or workshops to identify and evaluate the potential value of modern experience solutions in addressing these challenges.

Quantification of Business Impact:

• Contribute to the ongoing development of methodologies to quantify the business impact of potential solutions on key performance indicators (KPIs) such as customer satisfaction, efficiency, and revenue growth.

• Utilize data analytics and financial modelling to demonstrate the total cost of ownership and/or the return on investment for clients.

Compelling Presentation of Insights:

• Translate complex requirements and data into clear and compelling insights for both technical and non-technical stakeholders.

• Craft and deliver visually engaging presentations that effectively communicate the business value of potential solutions to small and large audiences alike.

 Collaboration and Continuous Improvement:

• Work closely, with sales, service, industry, and innovation teams to align on messaging and value propositions of experience orchestration solutions.

• Lead where necessary, and/or provide support in client meetings and presentations to effectively communicate the business value of our offerings through the lens of the customers’ unique business needs.

• Continually partner with fellow Business Value Specialists to mutually discuss the latest client findings, industry research, product adoption use-cases, and value assessment methods,

• Stay informed about industry trends, best practices, and emerging technologies related to CCaaS, AI, channel strategy, innovative use cases and other customer experience solutions / applications.

• Contribute insights and feedback to enhance the scope, interpretation, and approach to customer discovery, use case adoption, and value impact assessment within and beyond the Business Value organization.

Qualifications

• Bachelor’s degree in business, marketing, or a related field.

• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights.

• Excellent communication and presentation skills in English, with a focus on delivering impactful insights.

• A deep understanding of business, sales and consulting culture is a must.

• Interest in technology, specifically experience delivery solutions and their business impact.

• Ability to work collaboratively in a fast-paced environment.

• Ability and desire to become hands-on with customers in leading workshops, collaborative discussions, and solution use case education.

• Knowledge and experience with people-centric design, journey mapping, and workshop facilitation

• Previous experience in business analysis, customer experience, solution consulting, solution architecture or technology-related projects is a plus.

• Based in region (preferably Sydney, Australia) with ability to travel, for business priorities, within Australia, New Zealand and across region where necessary.

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.

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.

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.