At a Glance
- Tasks: Transform customer engagement with cutting-edge CX and AI technologies.
- Company: Join a leading firm dedicated to exceptional customer experiences.
- Benefits: Competitive salary, flexible work options, and growth opportunities.
- Other info: Collaborative environment with opportunities for innovation and learning.
- Why this job: Make a real impact by shaping the future of customer service.
- Qualifications: Experience in CX solutions and AI technologies is essential.
About The Role
As part of our Customer Experience & Contact Centre Solutions team, you will join a collaborative group of experts dedicated to helping organisations transform how they engage with customers and deliver exceptional service at scale.
The CX Technology Consultant plays a pivotal role in advising enterprise and government customers on their Customer Experience (CX) and Contact Centre as a Service (CCaaS) transformation journeys. Working across traditional contact centre technologies, Conversational AI, Agentic AI, workforce engagement, and digital customer experience platforms, you will help customers realise greater value from their technology investments while improving business performance and customer outcomes.
Acting as a trusted advisor, you will engage with business and technology stakeholders to understand organisational objectives, operational challenges, customer experience pain points, and existing technology landscapes. Through discovery workshops, assessments, and stakeholder engagement, you will uncover opportunities to improve customer satisfaction, increase operational efficiency, reduce cost to serve, and enhance employee experiences.
Using these insights, you will define and shape strategic roadmaps that enable customers to transition from their current state to a clearly defined future state. This roadmap will focus on optimising existing investments, increasing adoption of underutilised platform capabilities, and identifying opportunities to leverage advanced CX technologies to achieve measurable business outcomes.
A key component of the role is helping customers harness the power of Artificial Intelligence and automation. You will identify and design solutions that leverage Conversational AI, Agentic AI, intelligent virtual assistants, agent assist technologies, knowledge management, analytics, and workflow automation to solve business challenges, improve service delivery, automate repetitive processes, and reduce operational costs.
Working closely with customers, technology partners, architects, and delivery teams, you will translate business requirements into practical, scalable solution designs and guide customers through the implementation process. From strategy and roadmap development through to deployment and adoption, you will help ensure solutions deliver their intended value and support customers in achieving their desired future state.
What You'll Do
- Evaluate customer business needs and contribute to strategic planning.
- Identify risks, issues, and follow‐on business opportunities.
- Design and develop solution blueprints, reference architectures, and technical proposals for AI‐enabled contact centre transformations.
- Assist with implementation, testing, training, and deployment activities.
- Identify and implement Agentic and Conversational AI solutions and automate processes where they deliver tangible customer value.
- Prepare and maintain system and solution documentation.
- Recommend development, maintenance, and system standard improvements.
- Train users during system implementation and transition activities.
- Liaise with customers during installation and testing phases.
- Assist with sales proposal preparation.
- Identify additional customer opportunities for products and services.
- Provide technical guidance and advice where required.
- Contribute to thought leadership whitepapers, presentations, or internal knowledge sharing.
- Support pre‐sales and solution shaping activities for enterprise and government customers.
What You'll Bring
- Broad experience across Customer Experience (CX) solution design.
- Proven track record in CCaaS platforms such as Genesys Cloud, NICE CXone, Twilio Flex, or Amazon Connect – with experience creating or integrating AI/ML capabilities into these environments.
- Hands‐on experience designing and deploying Conversational AI solutions including virtual agents, intelligent IVR, NLU/NLP frameworks and workflow automation within contact centres.
- Experience with Large Language Models (LLMs) and Generative AI applied to customer‐facing use cases (e.g., summarisation, intent classification, knowledge retrieval).
- Familiarity with API‐driven integrations between AI platforms and CCaaS/CRM systems.
- Demonstrated understanding of Agentic AI – including autonomous task orchestration, intent‐driven dialogue management and IA‐assisted agent copilots within the CX domain.
- Strong consultative skills in mapping customer journeys and delivering transformation strategies.
Nice to Have
- Familiarity with AI platforms like Cognigy, Verse.ai, Cresta, Microsoft Power Automate and Dynamics Power Automate.
- Experience working with large‐scale enterprise and government environments.
- Exposure to multi‐partner technology ecosystems.
- Knowledge of design and delivery of cloud‐based customer platforms globally.
CX Technology Consultant employer: Datacom
Datacom is an exceptional employer, offering a dynamic work environment in Melbourne where collaboration and technical excellence are at the forefront. Employees benefit from ongoing professional development opportunities, a strong focus on quality delivery, and the chance to work with cutting-edge IAM solutions that make a real impact for enterprise clients. Join a team that values your expertise and fosters a culture of innovation and support.
