Digital Experience Architect

Probe Contact Solutions Australia Pty Ltd; City of 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

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Bridge Platform Capabilities with Real Business Value Are you a CCaaS specialist, Solution Architect, or Customer Success Engineer looking to move beyond basic platform configuration into strategic digital transformation? Probe CX is expanding its onshore digital capabilities to support a growing portfolio of enterprise and government clients.

About the Role

As a Digital Experience Architect within our Digital team, you will serve as the strategic and technical backbone for our client-facing transformation initiatives. Sitting onshore in Australia (Melbourne, Sydney, or Gold Coast), you will bridge the gap between complex technical setups - specifically across Genesys Cloud, Amazon Connect, and our proprietary AI platform (Convai Oration) - and actual client business outcomes.

What You’ll Be Doing

• Presales & Discovery: Partnering early in the client lifecycle to translate feature requests into outcome-focused solution designs that improve agent efficiency, reduce operational costs, or elevate customer experience.
• Architectural Oversight & Governance: Working alongside platform delivery teams to ensure solutions are built to deliver clear business value within established architectural standards.
• R&D & Innovation: Evaluating emerging AI capabilities, speech analytics, and agent assistance tools, and building Proofs of Concept (PoCs) to expand our digital service offering.
• Customer Success: Conducting maturity assessments and ongoing optimization reviews for existing enterprise and government accounts.

What You Bring to the Table

• CCaaS Expertise: 3+ years of experience in CCaaS or CRM platforms, with strong hands-on knowledge of Genesys Cloud (preferred) or platforms like Amazon Connect and NICE CX1.
• Consultative & Business Mindset: A naturally curious problem-solver who can take clear meeting notes, converse confidently with business stakeholders, and articulate why technology choices drive business value.
• Governance & Autonomy: Ability to work independently without micromanagement while operating comfortably within defined governance frameworks.
• Work Rights: Valid Australian work rights required due to onshore government and regulated client requirements (Australian Citizenship is highly preferred).

At Probe CX, we combine deep operational expertise with next-generation digital tools. Expect an autonomous, collaborative environment where you can actively shape our AI and digital transformation roadmap.

Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.

About Probe CX

Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self! Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.