Principal Solution Architect

NSW Department of Customer Service; Sydney; Hybrid; AUD 167,000 - 201,000; Full time

Benefits offered by this job

Hybrid work

Location flexible across Haymarket/Par

Parramatta or Gosford office days

Job summary

NSW Department of Customer Service – Sydney CBD NSW is seeking a Principal Solutions Architect on a full-time basis. The role offers hybrid work across Haymarket, Parramatta or Gosford with 1-2 in-office days weekly, in a temporary capacity to September 2027.

Salary range is $167,165 - $201,105 per year plus super, with base salary progression noted in the posting. You will lead design of integrated, end-to-end solutions for seamless customer experiences across assisted service and digital

Qualifications

• Senior technology leader with deep solution architecture expertise.
• Experience delivering large-scale omnichannel customer solutions.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Provide strategic and technical leadership across core customer digital platforms.
• Design end-to-end solution architectures for business outcomes.
• Ensure secure, scalable, reliable solutions aligned to enterprise standards.
• Partner with senior stakeholders, product teams, delivery leads, and vendors.
• Lead architectural decision-making across complex programs and inter-agency initiatives.
• Drive architecture best practices, continuous improvement, and platform maturity.
• Mentor and uplift architects and technical teams.

Skills

Cloud architecture

Integration design

Microservices

Stakeholder engagement

API-led development

TypeScript

React

Kotlin

Node.js

Apigee

AWS

Salesforce

Security

Tools

CRM platforms

Job description

NSW Department of Customer Service – Sydney CBD NSW

• Full-Time (35hpw) Temporary to September 2027
• Salary Range $167,165 - $201,105pa + super
• Location flexible across Haymarket, Parramatta or Gosford with hybrid working (1-2 office days a week)

At Service NSW, we're passionate about delivering digital products and services that make a real difference to the people of NSW.

Our team is collaborative, supportive, and driven by innovation. We work together to solve complex challenges, improve customer experiences, and deliver modern digital services at scale. We value open communication, shared ownership, and creating an environment where people are empowered to do their best work.

You'll join a high-performing team that partners across business and technology functions to deliver meaningful outcomes for customers and communities.

The opportunity

We are looking for an experienced Principal Solutions Architect to provide strategic and technical leadership across our key digital and customer technology platforms.

In this senior role, you will lead the design of integrated, end-to-end solutions that enable seamless customer experience across our assisted service and digital channels that are secure, scalable, and reliable. You'll work closely with executives, product and engineering teams, agency partners, and vendors to ensure technology solutions align with business goals and customer needs.

This role offers the opportunity to influence major technology decisions, drive architectural best practice, and support the ongoing evolution of Service NSW's digital platforms in a complex and fast-paced environment.

How you'll make an impact

• Provide strategic and technical leadership across core customer digital platforms.
• Design and guide end-to-end solution architecture that supports business and customer outcomes.
• Ensure solutions are secure, scalable, reliable, and aligned to enterprise standards.
• Partner with senior stakeholders, product teams, delivery leads, and vendors to deliver quality technology outcomes.
• Lead architectural decision-making across complex inter-agency programs and initiatives.
• Drive architecture best practice, continuous improvement, and platform maturity.
• Manage architectural dependencies and alignment across multiple teams, projects, and agencies.
• Mentor and support architects and technical teams, helping to uplift capability and foster a culture of excellence.

What you'll bring

You are a senior technology leader with deep solution architecture expertise and a proven ability to deliver outcomes in large, complex digital environments. You can balance strategic thinking with practical delivery and build strong relationships across technical and business teams.

You will bring:

• Strong technical knowledge designing custom engineered platform solutions and architecture across cloud, integration and microservices.
• Sound judgement and the ability to make effective architectural decisions and trade-offs.
• Experience delivering large-scale customer-facing omnichannel solutions across digital, contact centre, service centre, retail, kiosk, or similar environments.
• Excellent communication and stakeholder engagement skills, including the ability to explain complex technical concepts in plain English.
• A customer-focused approach and commitment to continuous improvement.
• Experience architecting modern web, integration, and API-led solutions using technologies like TypeScript, React, Kotlin, Node.js, and Apigee.
• Proven experience delivering scalable, cloud-native and CRM-enabled solutions across platforms including AWS and Salesforce, with a strong focus on secure, reliable, and customer‑centric service delivery.
• The ability to work effectively in a hybrid environment.

To be considered for roles in the NSW public sector, applicants must:

• Be NSW residents or in the process of relocating to NSW
• Hold appropriate working rights for the type of employment offered - Fixed Term roles require valid work rights for the full duration of the role

Our recruitment process

Our recruitment and assessment process is merit based. For this recruitment we will be conducting a minimum of three interview and assessment stages that form a comparative process. This will include:

• Work Task
• Psychometric Assessment
• Reference checks

Support office roles will be headquartered across McKell and Parramatta. We will consider role headquarters outside of the above locations where the role can reasonably be performed from that location taking into consideration the operational, financial and customer requirements of the role, and an ability to attend a NSW Government workplace as required. At the point an employee is notified of our intention to assign them to a role, the relevant leader will discuss headquarter options.

Salary Grade 11/12, with the base salary for this role starting at $167,165 base plus superannuation

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Thursday 15th October 2026 [at 9.59am]

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8*** or *************@customerservice.nsw.gov.au.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process