Senior CCaaS & AI Solutions Architect at Datacom · Sydney

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) 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.

You’ll act as a trusted advisor to clients—translating complex AI capabilities into practical, scalable solutions that drive customer satisfaction and operational efficiency.

Our offices are based in Sydney, Brisbane, Melbourne and Adelaide. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/life balance. We therefore leave it to you and the team you join to figure out what works best!

What you’ll do At the moment, as Solution Architect – CX & AI you will be focused on:

• 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

We are a pretty agile company and are keen to respond to customer, technology, and internal stakeholders’ changing requirements - so this can mean we evolve in our roles to meet those needs.

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 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 with 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 do your 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 interesting new challenges and opportunities.

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.