Melbourne
2 weeks ago
CX Technology Consultant
Datacom
Melbourne
2 weeks ago
CX Technology Consultant
Datacom seeks a CX Technology Consultant to advise enterprise and government customers on customer experience and contact centre transformations. The role involves designing AI-enabled solutions, developing strategic roadmaps, and guiding implementations. Requires expertise in CCaaS platforms, Conversational AI, and strong consultative skills.
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 transformations. The role involves designing AI-enabled solutions, developing strategic roadmaps, and guiding implementations. Requires expertise in CCaaS platforms, Conversational AI, and strong consultative skills.
Core AIOn-siteFull-timeEntry LevelCustomer Experience (CX) Solution Design
Salary
Not specified
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 skillscollaborationproblem solvingcommunication
Preferred Qualifications
Technical (Nice-to-have)
CognigyVerse.aiCrestaMicrosoft Power AutomateDynamics Power Automatelarge-scale enterprise and government environmentsmulti-partner technology ecosystemscloud-based customer platforms
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 ConnectDatacom