CX Technology Consultant
On-siteSydney, New South Wales, Australia or Adelaide, South Australia, Australia
Job Summary
Evaluate customer business needs, design solution blueprints, and develop strategic roadmaps for CX and CCaaS transformations. Identify risks and opportunities to optimize investments while implementing Conversational AI, Agentic AI, and workflow automation to reduce operational costs. Assist with implementation, testing, training, and deployment activities, translating business requirements into scalable solution designs. Liaise with stakeholders during installation phases, prepare technical proposals, and contribute to thought leadership materials. Support pre-sales activities and identify additional opportunities for enterprise and government customers.
Required Qualifications
- 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
- Experience creating or integrating AI/ML capabilities into CCaaS environments
- Hands-on experience designing and deploying Conversational AI solutions including virtual agents, intelligent IVR, NLU/NLP frameworks and workflow automation within contact centres
- Experience with Large Language Models (LLMs) and Generative AI applied to customer-facing use cases
- 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 IA-assisted agent copilots within the CX domain
- Strong consultative skills in mapping customer journeys and delivering transformation strategies
Desired Qualifications
- 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
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