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Senior CCaaS & AI Solutions Architect
Full-time
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
