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Principal Solution Strategist - Customer Experience & AI
Full-time
Description
What You’ll Do
As the
Principal Solution Strategist
, you will:
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 that maximise business value while enabling future innovation.
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 to deliver seamless customer and employee experiences.
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 through customer briefings, strategic workshops, and published insights.
Facilitate executive strategy workshops and engage with C-suite stakeholders to align technology investment decisions with enterprise business objectives.
What You’ll Bring
Required experience
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.
This role is ideal for a strategic thinker who can combine deep customer experience expertise, technology vision, business consulting skills, and AI innovation to help organisations transform how they engage with customers and operate in a digital-first world.
