This is a Client Solutions Lead - CX and Conversational AI role with Datacom based in Sydney, NSW, AU Datacom Role Seniority - senior More about the Client Solutions Lead - CX and Conversational AI role at Datacom Description Our Why Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. About The Role (Your Why) At Datacom, we connect people and technology to solve challenges, create opportunities, and unlock new possibilities for the communities we serve. Our mission is simple: make a meaningful difference through the power of innovation. We partner with organisations and communities across Australia and New Zealand to improve lives and help businesses use technology to innovate, grow, and succeed. As a Conversational AI & CX leader you will blend hands-on technical expertise with the ability to engage deeply with customers at every level. You’ll design, build, and showcase cutting-edge conversational solutions that not only inspire but deliver measurable business value. This is a role where innovation, connection, and impact meet and where your ‘can do’ approach will make a significant lasting impact to the millions of contacts that Datacom supports every month alongside the prospective clients we are working with to help redesign and transform the service experience. If you’re passionate about customers and obsessed with designing experiences they truly value – for both customers and employees – while bringing the commercial acumen to deliver ROI, then this could be your stage. You see the bigger picture, yet dive into the details, and you’re recognised as a thought leader and practitioner in the CX and EX space. About The Team You’ll be part of our dynamic, fast-growing Conversational AI team across ANZ and Asia, collaborating with some of the most innovative and recognisable brands in Australia and New Zealand. In this pivotal role, you’ll help shape next-generation service experiences by applying Conversational AI and broader AI capabilities to transform customer engagement. Your ability to navigate ambiguity and guide teams through technical and organisational complexity will be essential to driving impactful outcomes across a broad range of industries. We value flexibility – our offices are based in Adelaide, Brisbane, Canberra, Melbourne, Perth, Sydney, Auckland, Wellington, and Christchurch – but we know the benefits of working from home too. That’s why we empower you and your team to decide how to balance collaboration and work-life harmony. If you’re an innovative thinker who thrives at the intersection of technology and customer outcomes, you’ll inspire clients with visionary ideas while delivering tangible, high-quality solutions. Your collaborative approach, technical credibility, and passion for CX/EX will make you a trusted advisor and a driver of change. What You’ll Do We work in an agile environment where no two days are the same – responding to evolving customer, technology, and business needs. You will: Create compelling, customer-focused experiences powered by Conversational AI technologies and be comfortable presenting and discussing these with customers and prospects Ideate, design, build, and deliver powerful demonstrations that showcase CAI capabilities to existing and prospective clients Apply advanced conversational design principles to craft intuitive, human-centric interaction flows Transition seamlessly between deep technical conversations with engineers and strategic discussions with business leaders Collaborate with customers to shape their CX and EX visions – inspiring new ideas and provoking thoughts about the ‘art of the possible’ Identify automation opportunities in contact centre and retail environments that deliver ROI while enhancing frontline operations Work with customers to identify tuning and refining opportunities to increase bot containment and increase agent and customer satisfaction by working within risk tolerance and accessibility standards Work effectively across stakeholders to translate ambitious customer visions into practical, scalable solutions Apply change management methodologies and agile delivery techniques to ensure seamless adoption and lasting impact What You’ll Bring Required Experience Proven (3 years) expertise in Conversational AI and CX strategy delivering measurable improvements Strong understanding of automation in contact centre and retail environments. Ability to lead and contribute to project management and implementation activities Exceptional stakeholder engagement and communication skills, able to navigate technical and business conversations. Experience with, but not limited to, platforms such as Twilio, Cognigy, Genesys, and Microsoft. Proven leadership experience Excellent presentation and stakeholder management skills Nice to Have Strong working knowledge of change management and agile delivery frameworks. Background in outsourcing or working with systems integrators. Experience working with Agile Experience with Prosci Change Management methodology Why join us here at Datacom? Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small-business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet us. We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours, and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to work in a collegial, flat-structured environment. We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges — so you will never run out of new challenges and opportunities. We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in making our environment fun and friendly, ensuring our people feel supported. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Datacom team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities ✨ Creating customer-focused experiences Collaborating with customers Identifying automation opportunities Key Strengths Conversational AI expertise Stakeholder engagement Project management Change management knowledge Outsourcing experience ⚡ Agile experience A Final Note: This is a role with Datacom not with Hatch.