CX Technology Consultant

Datacom; City of Tea Tree Gully; On-site; AUD 120,000 - 180,000; Full time

Job summary

Datacom is seeking an experienced CX Technology Consultant to guide enterprise and government clients through CX and CCaaS transformation journeys. You will advise on AI-enabled contact centre solutions, across Genesys Cloud, NICE CXone, Twilio Flex, and Amazon Connect, and help translate business needs into scalable technical designs.

You will engage stakeholders, develop strategic roadmaps, and implement AI-driven improvements to drive better customer outcomes and reduce cost to serve, while

Qualifications

• Experience in designing CX architectures for CCaaS transformations.
• Proven ability to translate business requirements into technical solution designs.
• Experience integrating AI/ML into contact centre platforms.
• Strong stakeholder engagement and advisory skills.

Responsibilities

• Evaluate customer needs and contribute to strategic CX planning.
• Design solution blueprints and reference architectures for AI-enabled CCaaS.
• Assist with implementation, testing, and deployment activities.
• Identify and implement AI solutions to improve service delivery and reduce costs.
• Prepare system and solution documentation; train users during rollout.
• Support sales proposals and identify additional opportunities for customers.
• Collaborate with partners, architects, and delivery teams to ensure value realization.

Skills

CX design

CCaaS platforms

AI/ML integration

Conversational AI

LLMs / Generative AI

API integrations

Agentic AI

customer journey mapping

Education

Bachelor's degree in CS/IT or related

Tools

Genesys Cloud

NICE CXone

Twilio Flex

Amazon Connect

Job description

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.