About the Role
As part of our Customer Experience & Contact Centre Solutions team, you will join a collaborative group of experts shaping how organisations deliver exceptional customer service at scale. This Solution Architect role will focus on designing and delivering complex, multi-platform solutions across Customer Experience (CX) and Contact Centre as a Service (CCaaS) platforms, using traditional, Conversational AI and Agentic AI flows. You will work closely with enterprise and government clients to transform their operations, collaborating with multiple technology partners and stakeholders to craft strategies that unite people, processes, and technology for measurable business outcomes.
What you'll do
* Engaging with clients to understand their customer journey, operational environment, and pain points
* Developing solution blueprints, reference architectures, and technical proposals for AI‐enabled contact centre transformations
* Identifying and implementing Agentic and Conversational AI solutions and automating processes where they deliver tangible customer value
* Coordinating with technology partners and internal teams to ensure seamless delivery
* Supporting pre‐sales and solution shaping activities for enterprise and government customers
* Providing strategic insight to optimise service delivery and operational performance
* Contributing to thought leadership whitepapers, presentations, or internal knowledge sharing
* Evaluating emerging AI technologies (e.g. LLMs, NLU engines, sentiment analysis) and assessing their applicability within CCaaS ecosystems
What you'll bring
Required experience
* 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
Why join Datacom?
Datacom is one of Australia and New Zealand's largest suppliers of information technology professional services. We maintain a dynamic, agile, small‐business feel and focus on our people. You'll have the opportunity to learn, develop your career, connect, and bring your true self to work. We provide a range of perks such as social events, chill‐out spaces, remote working, flexi‐hours and professional development courses. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat‐structured setting.
We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges.
We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.
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