Our WhyDatacom works withorganisationsand communities across Australia and New Zealand to make a difference in people's lives and helporganisationsuse 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 withorganisationsand 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 technicalexpertisewith the ability to engage deeply with customers at every level.
You'lldesign, build, andshowcasecutting-edgeconversational 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.Ifyou'repassionate 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, andyou'rerecognisedas a thought leader and practitioner in the CX and EX space.About the teamYou'llbe part of our dynamic, fast-growing Conversational AI team across ANZ and Asia, collaborating with some of the most innovative andrecognisablebrands in Australia and New Zealand.
In this pivotal role,you'llhelp shape next-generation service experiences by applying Conversational AI and broader AIcapabilities to transform customer engagement.
Your ability to navigate ambiguity and guide teams through technical and organisational complexity will be essential to driving impactful outcomesacross abroad 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'swhy we empower you and your team to decide how to balance collaboration and work-life harmony.
Ifyou'rean innovative thinker who thrives at the intersection of technology and customer outcomes,you'llinspire 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.WhatYou'llDoWe 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 prospectsIdeate, design, build, and deliver powerful demonstrations thatshowcaseCAI capabilities to existing and prospective clientsApply advanced conversational design principles to craft intuitive, human-centric interaction flowsTransition seamlessly between deep technical conversations with engineers and strategic discussions with business leadersCollaborate with customers to shape their CX and EX visions – inspiringnew ideasand provoking thoughts about the 'art of the possible'Identifyautomation opportunities in contact centre and retail environments that deliver ROI while enhancing frontline operationsWork with customers toidentifytuning and refining opportunities to increasebotcontainment and increase agent and customersatisfaction byworking within risk tolerance and accessibilitystandardsWork effectively across stakeholders to translate ambitious customer visions into practical, scalable solutionsApply change management methodologies and agile delivery techniques to ensure seamless adoption and lasting impactWhat you'll bringRequired ExperienceProven (3+ years)expertisein Conversational AI and CX strategy deliveringmeasurableimprovementsStrong understanding of automation in contact centre and retail environments.Ability to lead and contribute to project management and implementation activitiesExceptional stakeholder engagement and communication skills, able to navigate technical and business conversations.Experience with, but not limitedto, platformssuch as Twilio,Cognigy, Genesys, and Microsoft.Provenleadership experienceExcellentpresentationand stakeholder management skillsNice to HaveStrong working knowledge of change management and agile delivery frameworks.Background in outsourcing or working with systems integrators.Experience working withAgileExperience withProsciChange ManagementmethodologyWhy 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.
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