Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The CX Technology Consultant plays a pivotal role in advising enterprise and government customers on their Customer Experience (CX) and Contact Centre as a Service (CCaaS) transformation journeys. Working across traditional contact centre technologies, Conversational AI, Agentic AI, workforce engagement, and digital customer experience platforms, you will help customers realise greater value from their technology investments while improving business performance and customer outcomes.

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.

Requirements

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.
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

Skills

Customer Experience (CX)
Contact Centre as a Service (CCaaS)
Conversational AI
Agentic AI
Workforce engagement
Digital customer experience platforms
Artificial Intelligence (AI)
Automation
Large Language Models (LLMs)
Generative AI
API-driven integrations
CCaaS/CRM systems
NLU/NLP frameworks
Workflow automation
Solution design
Technical proposals
System documentation
Sales proposal preparation
Thought leadership
Pre-sales
Solution shaping

Location

Australia
New Zealand

Work Type

Remote working
Flexi-hours

Experience Level

Enterprise
Government

Benefits

Social events
Chill-out spaces
Remote working
Flexi-hours
Professional development courses
Access to cutting-edge AI tools
Innovation labs
Certification support

About the Company

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.
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 will 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.
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.