INTRODUCTION

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 Solution Consultant

Location: Osaka or Tokyo

Helping Japan Organisations Deliver Better Experiences with AI

At Genesys, we work with organisations across Japan to simplify complexity, improve customer outcomes, and make experience a competitive advantage. As a Senior Solution Consultant, you’ll play a critical role in helping customers understand how AI-powered Experience Orchestration can deliver real, measurable business value — not just technical change.

This is a senior, consultative role suited to someone who enjoys working closely with customers, can hold their own in executive conversations, and knows how to connect technology decisions to commercial and operational outcomes.

The Role

As a Senior Solution Consultant, you are a trusted advisor within the Genesys pre-sales team. You partner with Sales, Value Consulting, and our regional partner ecosystem to help customers make confident decisions about their customer experience strategy.

Your focus is not on product features alone, but on helping organisations understand:

• Where they are today
• What outcomes they are trying to achieve
• How AI and Experience Orchestration can help them get there

You’ll work across a mix of enterprise and upper mid-market customers, supporting complex sales engagements where credibility, clarity, and practical insight matter.

What You’ll Be Responsible For

Leading Discovery and Shaping Outcomes:

• Engage business and technical stakeholders to understand CX strategy, operational challenges, and success measures
• Facilitate structured discovery workshops that identify gaps, opportunities, and value drivers
• Connect Genesys capabilities to outcomes such as improved CSAT, reduced cost-to-serve, better agent engagement, and increased agility

Demonstrating AI-Powered Experience Orchestration:

• Design and deliver tailored demonstrations that show how Genesys AI works in real customer scenarios
• Explain concepts such as Agentic AI, predictive intelligence, and automation in a clear, practical way
• Adapt your approach for different audiences, from operational leaders through to C-level executives

Supporting Complex Sales Cycles:

• Act as the solution lead on medium to large opportunities
• Partner with Sales, Value Consultants, Services, and Partners to build strong, customer-centric proposals
• Contribute to RFx responses with a focus on differentiation, confidence, and value

Providing Clear Solution Direction:

• Develop solution architectures and experience roadmaps that align with customer priorities
• Balance innovation with practicality, security, and long-term sustainability
• Support a smooth handover to delivery teams by setting clear expectations and success criteria

What We’re Looking For

You bring a commercially aware, consultative mindset and are comfortable operating in ambiguous, customer-facing environments. You’re confident engaging senior stakeholders and know how to translate complexity into clarity.

You’ll likely have:

• 5+ years’ experience in a solution consulting, pre-sales, or CX advisory role
• Experience working with cloud or SaaS platforms, ideally in CX, CCaaS, CRM, or digital engagement
• A solid understanding of AI concepts such as Conversational AI, LLMs, predictive models, and automation
• Strong presentation and facilitation skills, with experience running customer workshops
• The ability to work autonomously while collaborating effectively across teams

Experience That’s Helpful (But Not Essential)

• Exposure to Experience Orchestration, Agentic AI, or Generative AI use cases
• Familiarity with integrations, APIs, and modern cloud architectures
• Experience with platforms such as AWS, Salesforce, or ServiceNow
• Knowledge of CX domains including workforce engagement, digital channels, analytics, or compliance

Why Join Genesys

Genesys is a recognised leader in AI-powered Experience Orchestration, working with organisations across Japan to modernise customer experience at scale.

You’ll be joining:

• A collaborative and experienced Japan sales and pre-sales team
• An organisation that values practical outcomes over hype
• A culture that supports learning, coaching, and professional growth
• A role where you can influence meaningful customer change
• A work with APAC Solution Consultants and Solution Architects through Virtual Team activities

We’re looking for people who are credible, curious, and committed — professionals who enjoy solving problems, building trust, and delivering results.

Additional Information

• Genesys does not accept agency resumes for this role
• Applicants must have the legal right to work in Japan

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 Japan.

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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.

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.

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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.