Datacom

Practice Manager – CX, Conversational AI

Datacom

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

AWSAzureCloudGoogle Cloud Platform

About the role

  • Create compelling, customer-focused experiences powered by Conversational AI technologies and be comfortable presenting and discussing these with customers and prospects
  • Ideate, design, build, and deliver powerful demonstrations that showcase CAI capabilities to existing and prospective clients
  • Apply advanced conversational design principles to craft intuitive, human-centric interaction flows
  • Transition seamlessly between deep technical conversations with engineers and strategic discussions with business leaders
  • Collaborate with customers to shape their CX and EX visions – inspiring new ideas and provoking thoughts about the ‘art of the possible’
  • Identify automation opportunities in contact centre and retail environments that deliver ROI while enhancing frontline operations
  • Manage and optimise delivery of current solutions including intent management, conversational structure and integration with customers' digital environments
  • Work with customers to identify tuning and refining opportunities to increase bot containment and improve agent and customer satisfaction within risk tolerance and accessibility standards
  • Work effectively across stakeholders to translate ambitious customer visions into practical, scalable solutions
  • Apply change management methodologies and agile delivery techniques to ensure seamless adoption and lasting impact
  • Plan and integrate next‑generation technologies into the architectural strategy and build strategic relationships with software and hardware vendors to inform roadmaps and GTM approaches

Requirements

  • Proven (3+ years) expertise in Conversational AI and CX strategy delivering measurable improvements
  • Strong understanding of automation in contact centre and retail environments
  • Ability to lead and contribute to project management and implementation activities
  • Exceptional stakeholder engagement and communication skills, able to navigate technical and business conversations
  • Experience with platforms such as Twilio, Cognigy, Genesys, and Microsoft
  • Proven leadership experience and excellent presentation and stakeholder management skills
  • Experience in solution and design services, scoping, configuration assistance and needs assessments
  • Strong working knowledge of change management and agile delivery frameworks (nice to have)
  • Background in outsourcing or working with systems integrators (nice to have)
  • Experience with Prosci Change Management methodology (nice to have)
  • Familiarity with ITIL, application management and integration into core business systems (nice to have)
  • Understanding of key cloud vendors such as AWS, Azure, GCP and commercial awareness of vendor architectural strategies (nice to have)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Conversational AICX strategyautomationproject managementsolution designconfiguration assistancechange managementagile deliveryintent managementhuman-centric interaction flows
Soft Skills
stakeholder engagementcommunicationleadershippresentation skillscollaborationstrategic thinkingcreativityproblem-solvingcustomer-focusedinspiration
Certifications
Prosci Change Management