Hybrid Senior Business Value Specialist en Genesys

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.

#LI-Hybrid 

Area of Coverage: NOLA region

Preferred Location: Bogotá, Colombia

Reporting To: Mike McClelland, Senior Global Director, Business Value Specialists.

Are you interested in working for a global enterprise software company to create and deliver our vision for the future of experience delivery under a Total Experience Vision. We are seeking a dynamic, creative, resourceful and motivated individual to join our team as a Business Value Specialist, with a specific focus on the business value derived from AI-driven experience orchestration solutions. In this role, you will be an integral part of our efforts to assess, quantify, and communicate the impact of our cloud solutions on our clients' business objectives. If you have a passion for technology, customer experience, and driving tangible business outcomes, we encourage you to apply.

About the Job:

As a Business Value Specialist focused on the Northern LATAM market, you will be responsible for connecting customer experience delivery requirements, to the vision of what is possible, and to the outcomes delivered by our platform and our marketplace platform and solutions.  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.

About You

• 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 unraveling 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 and supporting the customer with your expert voice, to share best practices and evolutionary schemes.
• 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.

Responsibilities:
 

Value Assessment:

• Collaborate with clients and internal teams to understand their business challenges and objectives related to customer experience.
• Conduct thorough assessments 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 modeling 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. Tell a Strong, Compelling, and Possible Story
• Craft and deliver visually engaging presentations that effectively communicate the business value of journeys and experience designs, leveraged on potential solutions.

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 and provide support in client meetings and presentations to effectively communicate the business value of our offerings through the lens of the customer’s 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. 

Experience Delivery Background and Requirements:

• Bachelor’s degree in business, marketing, or a related field.
• 5-7 years previous experience in customer facing business financial analysis, customer experience consulting, or solution consulting on technology-related projects required.
• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
• Excellent communication and presentation skills with a focus on audience engagement, business value of solutions, and impactful insights based upon customer need.
• Ability to work collaboratively in a fast-paced global 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
• Spanish and English proficiency required.  Portuguese proficiency desired but not required.
• Based in Colombia with the ability to travel, for business priorities, up to 50%.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.