This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CX Technology Consultant based in Australia.
This role sits at the intersection of customer experience strategy and advanced technology implementation, helping large enterprise and government organisations transform how they engage with their customers. You will act as a trusted advisor, guiding CX and contact centre modernisation initiatives across CCaaS platforms, conversational AI, and emerging agentic AI capabilities. The role blends strategic consulting with hands-on solution design, ensuring customer journeys are both intelligently automated and operationally efficient. You will work across business and technical stakeholders to translate complex requirements into scalable architectures and actionable roadmaps. A strong focus is placed on unlocking value from AI, automation, and underutilised platform capabilities. This is a high-impact, client-facing role in a fast-evolving environment where CX innovation directly shapes business outcomes and customer satisfaction.
Accountabilities:
You will support end-to-end CX transformation initiatives, helping customers define strategies, design modern contact centre solutions, and implement AI-driven capabilities that improve service delivery and efficiency.
- Assess customer needs, operational challenges, and CX maturity to shape strategic transformation roadmaps
- Design solution blueprints, reference architectures, and technical proposals for CCaaS and AI-enabled contact centre environments
- Advise on and implement Conversational AI, Agentic AI, and automation solutions across customer service workflows
- Translate business requirements into scalable, cloud-based CX architectures integrated with CRM and AI platforms
- Support implementation activities including testing, deployment, training, and adoption of new solutions
- Identify opportunities to optimise existing CX platforms and improve ROI through better utilisation of features and AI capabilities
- Engage in discovery workshops, stakeholder interviews, and ongoing advisory discussions with enterprise and government clients
- Contribute to pre-sales activities, proposals, and solution shaping for new CX transformation engagements
- Produce and maintain technical documentation, solution designs, and best practice guidelines
- Collaborate with architects, engineers, and vendors to ensure successful end-to-end solution delivery
Requirements
The ideal candidate brings strong CX and contact centre expertise, combined with hands-on experience in AI-driven customer experience technologies and a consultative mindset.
- Strong experience in Customer Experience (CX) solution design and contact centre transformation
- Hands-on expertise with CCaaS platforms such as Genesys Cloud, NICE CXone, Twilio Flex, or Amazon Connect
- Proven experience designing and deploying Conversational AI solutions (virtual agents, IVR, NLP/NLU, workflow automation)
- Familiarity with Generative AI and LLM applications in CX contexts such as summarisation, intent detection, and knowledge retrieval
- Understanding of Agentic AI concepts including orchestration, autonomous workflows, and AI-assisted agent tools
- Experience integrating CX platforms with APIs, CRMs, and enterprise systems
- Strong ability to map customer journeys and translate them into scalable technical solutions
- Excellent communication and stakeholder management skills in enterprise environments
- Ability to operate across ambiguous, complex transformation programs with multiple stakeholders
Nice to have:
- Experience with platforms such as Cognigy, Cresta, Verse.ai, Microsoft Power Platform, or Dynamics
- Exposure to large enterprise or government technology environments
- Experience working within multi-vendor CX ecosystems and cloud-based architectures
Benefits
- Competitive compensation package aligned with experience
- Flexible hybrid and remote working options across Australia
- Professional development budget and certification support
- Access to AI innovation tools, labs, and cutting-edge CX technologies
- Collaborative, inclusive, and people-focused work culture
- Regular social events, wellbeing initiatives, and modern workplace environments
- Opportunity to work on large-scale national and enterprise transformation programs
- Career growth within a fast-evolving CX and AI consulting practice
Your email job alert is now active!
