AI-Driven CX Architect for CCaaS & Transformation

Probe Contact Solutions Australia Pty Ltd; Melbourne; On-site; AUD 140,000 - 210,000; Full time

Job summary

Probe CX in Australia seeks a Digital Experience Architect to bridge complex CCaaS platforms with client business outcomes. You will work onshore in Melbourne, Sydney, or the Gold Coast, aligning Genesys Cloud, Amazon Connect, and Convai Oration initiatives with enterprise and government needs.

You will lead presales, architectural governance, and ongoing optimization, driving value through AI capabilities, speech analytics, and innovative solutions for transformativ e digital experiences.

Qualifications

• 3+ years of CCaaS or CRM experience.
• Hands-on knowledge of Genesys Cloud (preferred).
• Experience with Amazon Connect or NICE CX1.
• Strong consultative mindset with business outcomes focus.
• Ability to work autonomously within governance frameworks.

Responsibilities

• Presales & Discovery: translate requests into outcome-focused designs.
• Architectural Oversight: ensure solutions deliver clear business value.
• R&D & Innovation: evaluate AI capabilities and PoCs for growth.
• Customer Success: conduct maturity assessments and optimization reviews.

Skills

CCaaS

Genesys Cloud

Amazon Connect

NICE CX1

Job description

Probe CX in Australia seeks a Digital Experience Architect to bridge complex CCaaS platforms with client business outcomes. You will work onshore in Melbourne, Sydney, or the Gold Coast, aligning Genesys Cloud, Amazon Connect, and Convai Oration initiatives with enterprise and government needs.

You will lead presales, architectural governance, and ongoing optimization, driving value through AI capabilities, speech analytics, and innovative solutions for transformativ e digital experiences.