Senior CCaaS, AI Solutions Architect

Datacom

. Engaging with clients to understand their customer journey, operational environment, and pain points .

Posted 5/21/2026full-timeSydney • 🇦🇺 AustraliaSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Engaging with clients to understand their customer journey, operational environment, and pain points
Developing solution blueprints, reference architectures, and technical proposals for AI-enabled contact centre transformations
Identifying and implementing Agentic and Conversational AI solutions and automating processes where they deliver tangible customer value
Coordinating with technology partners and internal teams to ensure seamless delivery
Supporting pre-sales and solution shaping activities for enterprise and government customers
Providing strategic insight to optimise service delivery and operational performance
Contributing to thought leadership whitepapers, presentations, or internal knowledge sharing
Evaluating emerging AI technologies (e.g. LLMs, NLU engines, sentiment analysis) and assessing their applicability within CCaaS ecosystems

Requirements

What you’ll need

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 creating or integrating AI/ML capabilities into these 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 (e.g., 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 IA-assisted agent copilots within the CX domain
Strong consultative skills in mapping customer journeys and delivering transformation strategies

Benefits

Comp & perks

🌐 Worldwide Post a Job Affiliates ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs 👤 Account Datacom Website LinkedIn All Job Openings 5001 - 10000 employees Founded 1974 ☁️ SaaS 🏢 Enterprise 🔒 Cybersecurity SaaS
Enterprise
Cybersecurity Datacom is a leading technology company in Australasia, providing a wide range of services including enterprise application development, cloud solutions, network services, managed IT services, and cybersecurity. With expertise in data intelligence, software engineering, and digital customer experiences, Datacom helps businesses adapt, innovate, and thrive. They offer specialized solutions across various industries such as agriculture, education, and financial services, focusing on optimizing business processes and enhancing customer engagement. Their cloud strategy aligns with business strategy, ensuring seamless adoption and operation across leading cloud technologies. Datacom values sustainability and community engagement, aiming to make a positive difference in people's lives through technology. Senior CCaaS, AI Solutions Architect 🔥 1 hour ago 🏢🏡 Sydney – Hybrid ⏰ Full Time 🟠 Senior 💻 Solutions Engineer Cloud Apply Now Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Engaging with clients to understand their customer journey, operational environment, and pain points
Developing solution blueprints, reference architectures, and technical proposals for AI-enabled contact centre transformations
Identifying and implementing Agentic and Conversational AI solutions and automating processes where they deliver tangible customer value
Coordinating with technology partners and internal teams to ensure seamless delivery
Supporting pre-sales and solution shaping activities for enterprise and government customers
Providing strategic insight to optimise service delivery and operational performance
Contributing to thought leadership whitepapers, presentations, or internal knowledge sharing
Evaluating emerging AI technologies (e.g. LLMs, NLU engines, sentiment analysis) and assessing their applicability within CCaaS ecosystems 🎯 Requirements
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 creating or integrating AI/ML capabilities into these 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 (e.g., 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 IA-assisted agent copilots within the CX domain
Strong consultative skills in mapping customer journeys and delivering transformation strategies Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Similar Jobs Solution Architect 🔥 9 hours ago Coates Group 201 - 500 Website LinkedIn All Job Openings Solution Architect overseeing end-to-end design integrity for customer experience solutions. Leading architectural governance and ensuring alignment with technology strategy. 🏢🏡 Sydney – Hybrid ⏰ Full Time 🟠 Senior 🔴 Lead 💻 Solutions Engineer AWS Azure Cloud Google Cloud Platform Senior Solutions Engineer 🕒 2 days ago Kasada 51 - 200 🔒 Cybersecurity ☁️ SaaS Website LinkedIn All Job Openings Senior Solutions Engineer at Kasada helping clients with industry-leading bot management solutions. Collaborating with sales and technical teams to ensure customer success. 🏢🏡 Sydney – Hybrid 💰 $23M Series C on 2021-12 ⏰ Full Time 🟠 Senior 💻 Solutions Engineer Strategic Innovation Solution Engineer 🕒 5 days ago Salesforce 10,000+ employees ☁️ SaaS 🤝 B2B 🤖 Artificial Intelligence Website LinkedIn All Job Openings Strategic Hands-On Innovation Solution Engineer at Salesforce designing interactive experiences for AI adoption. Collaborating with customers through workshops and training sessions for effective technology use. 🏢🏡 Sydney – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 💻 Solutions Engineer Cloud Manager, Solution Architecture 🕒 6 days ago Digital Realty 1001 - 5000 Website LinkedIn All Job Openings Manager Solution Architecture at Digital Realty specializing in forming IT/cloud/networking solutions for customers. Collaborating on complex infrastructure projects to optimize operations and drive business benefits. 🏢🏡 Sydney – Hybrid ⏰ Full Time 🟠 Senior 🔴 Lead 💻 Solutions Engineer Airflow AWS Azure Cloud Docker Google Cloud Platform Kubernetes PMP Switching VMware Senior Solutions Engineer, APAC 🕒 May 11 DroneDeploy 201 - 500 🚀 Aerospace Website LinkedIn All Job Openings Senior Solutions Engineer managing APAC region for DroneDeploy's technology solutions. Leading technical sales and client engagements for construction technology implementations. 🏢🏡 Sydney – Hybrid 💰 Series F on 2021-01 ⏰ Full Time 🟠 Senior 💻 Solutions Engineer View More Solutions Engineer Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

AI solutionsConversational AIAgentic AINLU frameworksNLP frameworksworkflow automationLarge Language ModelsGenerative AIAPI integrationsCCaaS platforms

Soft Skills

consultative skillsstrategic insightclient engagementsolution shapingthought leadership