Senior CCaaS & AI Solutions Architect

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. 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 focuses 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, acting as a trusted advisor who translates complex AI capabilities into practical, scalable solutions. Offices are based in Sydney, Brisbane, Melbourne, and Adelaide, with flexibility for working from home.

What You'll Do

• Engage with clients to understand their customer journey, operational environment, and pain points

• Develop solution blueprints, reference architectures, and technical proposals for AI-enabled contact centre transformations

• Identify and implement Agentic and Conversational AI solutions and automate processes where they deliver value

• Coordinate with technology partners and internal teams to ensure seamless delivery

• Support pre-sales and solution shaping activities for enterprise and government customers

• Provide strategic insight to optimise service delivery and operational performance

• Contribute to thought leadership whitepapers, presentations, and internal knowledge sharing

• Evaluate emerging AI technologies (e.g. LLMs, NLU engines, sentiment analysis) and assess their applicability within CCaaS ecosystems

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 integrating AI/ML capabilities

• Hands-on experience designing and deploying Conversational AI solutions, including virtual agents, intelligent IVR, NLU/NLP frameworks, and workflow automation

• Experience with LLMs and Generative AI applied to customer-facing use cases (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 AI-assisted agent copilots

• 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