CX Advisory Principal Consultant:

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.

Principal CX Advisory Consultant (Madrid-based)

At Genesys, our Principal CX Advisory team partners with customers and internal stakeholders to define and execute Digital and AI strategies that drive successful CCaaS transformation.

As a Principal CX Advisory Consultant, you will lead high-impact consulting engagements across Customer Experience (CX), Employee Experience (EX), Digital, and AI. You’ll play a key role in guiding organizations through transformation programs, ensuring the successful adoption of Genesys solutions and delivering measurable business outcomes.

This is a strategic, individual contributor role suited to someone who thrives in a global environment and is passionate about innovation in AI-powered experience orchestration.

Location requirement: Candidates must be based in Madrid, Spain.

What you’ll do

• Partner with senior client stakeholders to shape and influence CCaaS transformation strategies

• Identify business challenges and define solutions across CX, EX, Digital, AI, and Contact Center operations

• Lead workshops and drive process improvements using best practices and AI-driven innovation

• Translate business needs into actionable transformation roadmaps and ROI-driven recommendations

• Act as a bridge between business and technical teams to deliver effective solutions

• Support change management initiatives, including communication, training, and adoption strategies

• Analyze operational KPIs (e.g., NPS, AHT, churn) to measure transformation impact

• Build trusted relationships with clients and internal teams

• Contribute to thought leadership (articles, events, webinars) and mentor colleagues

• Support the development of standardized CX Advisory offerings

What you bring

• Strong consulting experience in CX, EX, Digital, AI, and Contact Center operations

• Proven ability to lead workshops, present to executives, and influence decision-making

• Experience in large-scale transformation programs and change management

• Familiarity with frameworks such as ADKAR, Kotter, or Lewin

• Knowledge of Design Thinking and Agile methodologies

• Ability to define and analyze key business and operational KPIs

• Strong analytical thinking and problem-solving skills

• Excellent communication skills across business and technical audiences

• Fluency in English and Spanish is mandatory

What we offer

• Health & life insurance

• Pension plan contributions

• Ticket restaurant

• Hybrid work flexibility

• Competitive salary package (base + bonus)

• Professional development and career growth support

• Inclusive and collaborative culture

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.