CX Technology Consultant

Datacom seeks a CX Technology Consultant to advise enterprise and government customers on Customer Experience and Contact Centre as a Service transformations. The role involves designing AI-enabled solutions, developing strategic roadmaps, and driving adoption of conversational AI and automation. Requires broad CX solution design experience and CCaaS platform expertise.

Core AIOn-siteFull-timeEntry LevelCustomer Experience (CX) Solution DesignGenesys Cloud

CX Technology Consultant

Datacom seeks a CX Technology Consultant to advise enterprise and government customers on Customer Experience and Contact Centre as a Service transformations. The role involves designing AI-enabled solutions, developing strategic roadmaps, and driving adoption of conversational AI and automation. Requires broad CX solution design experience and CCaaS platform expertise.

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Core AIOn-siteFull-timeEntry LevelCustomer Experience (CX) Solution Design

Salary

Not specified

Work Location

Brisbane, Queensland, Australia, AU

Work Model

On-site

Employment Type

Full-time

Experience Level

Not Applicable

Core Qualifications

Technical (Must-have)

Customer Experience (CX) solution designGenesys CloudNICE CXoneTwilio FlexAmazon ConnectConversational AIvirtual agentsintelligent IVRNLU/NLP frameworksworkflow automationLarge Language Models (LLMs)Generative AIAPI-driven integrationsAgentic AIconsultative skills

Soft Skills

consultative skillsstakeholder engagementcollaborationproblem solvingcommunication

Preferred Qualifications

Technical (Nice-to-have)

CognigyVerse.aiCrestaMicrosoft Power AutomateDynamics Power Automate

Key Responsibilities

•Evaluate customer business needs and contribute to strategic planning.
•Identify risks, issues, and follow-on business opportunities.
•Design and develop solution blueprints, reference architectures, and technical proposals for AI enabled contact centre transformations.
•Assist with implementation, testing, training, and deployment activities.
•Identifying and implementing Agentic and Conversational AI solutions and automating processes where they deliver tangible customer value.
•Prepare and maintain system and solution documentation.
•Recommend development, maintenance, and system standard improvements.
•Train users during system implementation and transition activities.
•Liaise with customers during installation and testing phases.
•Assist with sales proposal preparation.
•Identify additional customer opportunities for products and services.
•Provide technical guidance and advice where required.
•Contributing to thought leadership whitepapers, presentations, or internal knowledge sharing.
•Supporting pre-sales and solution shaping activities for enterprise and government customers.

CX Technology ConsultantCustomer ExperienceContact CentreCCaaSConversational AIAgentic AIGenesys CloudNICE CXoneAmazon ConnectInformation Technology