Harry Cox
Christchurch,CAN
Summary
Customer Experience & Contact Centre specialist with 4+ years of hands-on experience designing and delivering omnichannel solutions within Genesys Cloud.
Experienced in translating business and stakeholder requirements into scalable chat, voice, and email workflows that improve customer experience, operational efficiency, and service resilience.
Strong background in agile delivery, service optimisation, and real-time operational performance, with foundational experience as a frontline customer consultant.
Solutions-focused professional specialising in scalable omnichannel workflow design and continuous service optimisation.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Service Enhancement Specialist
Meridian Energy
Christchurch City, Christchurch
03.2024 - Current
- Design and deliver scalable omnichannel solutions across voice, chat, and email within Genesys Cloud, translating stakeholder and operational requirements into robust, customer-centric workflows.
- Architect dynamic voice logic capable of comparing cross-channel wait times and intelligently guiding customers to faster service pathways, improving channel efficiency and experience.
- Build and maintain scalable Architect flows with a strong focus on reducing duplication, minimising failure points, and improving long-term maintainability.
- Lead workflow optimisation initiatives including queue design, in-queue messaging, schedule-based routing, and Knowledge Base-driven automation to enhance self-service capability and service performance.
- Collaborate with operational teams to support workforce planning, real-time queue performance management, and service continuity planning, ensuring high availability and resilience across service channels.
Business Acceleration Partner
Meridian Energy
06.2022 - 03.2024
- Led coordinated delivery of strategic transformation initiatives across Retail brands, aligning cross-functional teams to prioritised, high-impact outcomes.
- Embedded agile delivery practices and facilitated structured sprint cycles, improving transparency, accountability, and velocity across multiple concurrent workstreams.
- Translated strategic objectives into executable work programmes, ensuring initiatives remained aligned to business priorities and customer experience goals.
- Partnered closely with senior leadership to monitor performance, manage delivery risks, and provide clear visibility of progress through structured reporting and governance frameworks.
- Implemented continuous improvement frameworks to streamline processes, reduce operational inefficiencies, and maximise resource utilisation across Retail operations.
Customer Service Consultant
Meridian Energy Group
02.2020 - 06.2022
- Delivered high-quality omnichannel customer support across voice, chat, and email using Genesys Cloud, resolving complex account enquiries and service requests within a regulated energy environment.
- Structured and negotiated payment arrangements while proactively advising customers on energy usage optimisation and cost management strategies.
- Managed escalated complaints and end-to-end case workflows, maintaining clear ownership and ensuring timely, compliant resolution.
- Developed deep understanding of interaction handling, queue behaviour, and customer journey pain points, later leveraging this insight to inform service and workflow design improvements.
- Supported onboarding and training of new consultants, sharing platform knowledge, best practices, and process guidance to improve team consistency and performance.
Education
High School Diploma -
Cashmere High School
Christchurch, NZ11-2017
Skills
- Omnichannel solutions
- Workflow optimization
- Customer experience
- Agile methodologies
- Stakeholder engagement
- Genesys Cloud Architecture
Certification
Prince2 Agile Practitioner
Timeline
Service Enhancement Specialist
Meridian Energy
03.2024 - Current
Business Acceleration Partner
Meridian Energy
06.2022 - 03.2024
Customer Service Consultant
Meridian Energy Group
02.2020 - 06.2022
High School Diploma -
Cashmere High School