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About the Role

This high-impact consulting and advisory role focuses on shaping customer experience strategies, optimizing organizational processes, driving business transformation, and delivering measurable outcomes through the strategic application of Contact Centre as a Service (CCaaS), Artificial Intelligence (AI), automation, and cloud technologies. The role requires a deep understanding of customer experience orchestration, omnichannel engagement, workforce optimization, intelligent automation, and enterprise architecture. You will work closely with customers to understand business objectives, uncover challenges, evaluate capabilities, and define future-state operating models that deliver business value.

Responsibilities

Partner with executive stakeholders to define customer experience vision, strategic objectives, and transformation roadmaps.
Conduct business assessments, maturity reviews, and current-state analyses to identify performance improvement opportunities.
Advise customers on the suitability of leading CX, CCaaS, CRM, workflow, and AI platforms based on business objectives, operating models, technical requirements, and customer experience outcomes, providing vendor-agnostic recommendations.
Develop future-state operating models that align people, processes, technology, governance, and data.
Recommend platform capabilities and solution architectures that support both immediate and long-term business goals.
Define enterprise AI strategies that enable AI capabilities to operate consistently across multiple platforms and business processes, leveraging MCP, A2A, APIs, event-driven architectures, and orchestration frameworks.
Design AI-enabled operating models that connect customer, employee, and business workflows across multiple technology ecosystems.
Identify opportunities to create intelligent and autonomous business processes through AI orchestration and enterprise integration.
Provide advisory services on MCP (Model Context Protocol), A2A (Agent-to-Agent) collaboration architectures, APIs, event-driven integration, and orchestration patterns.
Shape high-impact transformation initiatives that improve customer outcomes while delivering operational efficiencies and business growth.
Provide executive-level recommendations supported by business cases, cost-benefit analysis, and measurable success criteria.
Represent Datacom as a recognised thought leader across Customer Experience, AI, Automation, and Contact Centre transformation.
Facilitate executive strategy workshops and engage with C-suite stakeholders to align technology investment decisions with enterprise business objectives.

Requirements

Demonstrated ability to engage and influence C-suite stakeholders, translating complex technology concepts into business outcomes and strategic investment decisions.
Proven ability to assess and recommend CX, CCaaS, CRM, workflow, AI, and automation platforms based on business requirements, operating models, and customer experience objectives.
10+ years in Customer Experience (CX), Contact Centre, Digital Transformation, Technology Consulting, Enterprise Architecture, or Strategic Advisory roles.
10+ years presenting solutions and service offerings to customers.
Proven experience in business consulting and customer-facing engagements.
Experience developing enterprise Customer Experience frameworks and governance models.
Strong understanding of CCaaS and AI technologies and governance frameworks.
Excellent analytical, problem-solving, and communication skills, with the ability to influence senior management.
Strong technical capability with excellent documentation and presentation skills.
Experience with Genesys, Salesforce, ServiceNow, Microsoft, AWS, Amazon Connect, or equivalent enterprise platforms.
Knowledge of MCP, A2A architectures, Large Language Models (LLMs), AI orchestration frameworks, and enterprise AI ecosystems.
Ability to thrive under pressure and to solve complex challenges.
Experience leading large-scale digital transformation and customer service modernisation programs.
Experience within government, regulated industries, or large enterprise environments.

Skills

Customer Experience Orchestration
Omnichannel Engagement
Workforce Optimization
Intelligent Automation
Enterprise Architecture
Genesys
Salesforce
ServiceNow
Microsoft
AWS
Amazon Connect
Model Context Protocol (MCP)
Agent-to-Agent (A2A) frameworks
API-driven architectures
Enterprise orchestration technologies
Large Language Models (LLMs)
AI orchestration frameworks
Enterprise AI ecosystems
Business Consulting
Customer-facing engagements
Digital Transformation
Contact Centre transformation

Location

Australia
New Zealand

Work Type

Remote working
Flexi-hours

Experience Level

10+ years

Benefits

Social events
Chill-out spaces
Remote working
Flexi-hours
Professional development courses

About the Company

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 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.

Equal Opportunity

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.