Principal Solution Strategist – Customer Experience, AI

Datacom

Principal Solution Strategist guiding customer experience strategies with AI technologies in consulting role. Engaging with executive stakeholders and leading strategic transformation initiatives.

Posted 7/5/2026full-timeBrisbane • 🇦🇺 AustraliaLeadWebsite

Tech Stack

Tools & technologies

AWSServiceNow

About the role

Key responsibilities & impact

Partner with executive stakeholders to define customer experience vision, strategic objectives, and transformation roadmaps.
Conduct business assessments, maturity reviews, and current-state analyses to identify performance improvement opportunities.
Advise customers on the suitability of leading CX, CCaaS, CRM, workflow, and AI platforms based on business objectives, operating models, technical requirements, and customer experience outcomes, providing vendor-agnostic recommendations that maximise business value while enabling future innovation.
Develop future-state operating models that align people, processes, technology, governance, and data.
Recommend platform capabilities and solution architectures that support both immediate and long-term business goals.
Define enterprise AI strategies that enable AI capabilities to operate consistently across multiple platforms and business processes, leveraging MCP, A2A, APIs, event-driven architectures, and orchestration frameworks to deliver seamless customer and employee experiences.
Design AI-enabled operating models that connect customer, employee, and business workflows across multiple technology ecosystems.
Identify opportunities to create intelligent and autonomous business processes through AI orchestration and enterprise integration.
Provide advisory services on MCP (Model Context Protocol), A2A (Agent-to-Agent) collaboration architectures, APIs, event-driven integration, and orchestration patterns.
Shape high-impact transformation initiatives that improve customer outcomes while delivering operational efficiencies and business growth.
Provide executive-level recommendations supported by business cases, cost-benefit analysis, and measurable success criteria.
Represent Datacom as a recognised thought leader across Customer Experience, AI, Automation, and Contact Centre transformation through customer briefings, strategic workshops, and published insights.
Facilitate executive strategy workshops and engage with C-suite stakeholders to align technology investment decisions with enterprise business objectives.

Requirements

What you’ll need

Demonstrated ability to engage and influence C-suite stakeholders, translating complex technology concepts into business outcomes and strategic investment decisions.
Proven ability to assess and recommend CX, CCaaS, CRM, workflow, AI, and automation platforms based on business requirements, operating models, and customer experience objectives.
10+ years in Customer Experience (CX), Contact Centre, Digital Transformation, Technology Consulting, Enterprise Architecture, or Strategic Advisory roles.
10+ years presenting solutions and service offerings to customers.
Proven experience in business consulting and customer-facing engagements.
Experience developing enterprise Customer Experience frameworks and governance models.
Strong understanding of CCaaS and AI technologies and governance frameworks.
Excellent analytical, problem-solving, and communication skills, with the ability to influence senior management.
Strong technical capability with excellent documentation and presentation skills.
Experience with Genesys, Salesforce, ServiceNow, Microsoft, AWS, Amazon Connect, or equivalent enterprise platforms.
Knowledge of MCP, A2A architectures, Large Language Models (LLMs), AI orchestration frameworks, and enterprise AI ecosystems.
Ability to thrive under pressure and to solve complex challenges.
Experience leading large-scale digital transformation and customer service modernisation programs.
Experience within government, regulated industries, or large enterprise environments.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 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. Principal Solution Strategist – Customer Experience, AI Job not on LinkedIn 🔥 3 minutes ago 🏢🏡 Brisbane – Hybrid ⏰ Full Time 🔴 Lead 💝 Customer Support Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Partner with executive stakeholders to define customer experience vision, strategic objectives, and transformation roadmaps.
Conduct business assessments, maturity reviews, and current-state analyses to identify performance improvement opportunities.
Advise customers on the suitability of leading CX, CCaaS, CRM, workflow, and AI platforms based on business objectives, operating models, technical requirements, and customer experience outcomes, providing vendor-agnostic recommendations that maximise business value while enabling future innovation.
Develop future-state operating models that align people, processes, technology, governance, and data.
Recommend platform capabilities and solution architectures that support both immediate and long-term business goals.
Define enterprise AI strategies that enable AI capabilities to operate consistently across multiple platforms and business processes, leveraging MCP, A2A, APIs, event-driven architectures, and orchestration frameworks to deliver seamless customer and employee experiences.
Design AI-enabled operating models that connect customer, employee, and business workflows across multiple technology ecosystems.
Identify opportunities to create intelligent and autonomous business processes through AI orchestration and enterprise integration.
Provide advisory services on MCP (Model Context Protocol), A2A (Agent-to-Agent) collaboration architectures, APIs, event-driven integration, and orchestration patterns.
Shape high-impact transformation initiatives that improve customer outcomes while delivering operational efficiencies and business growth.
Provide executive-level recommendations supported by business cases, cost-benefit analysis, and measurable success criteria.
Represent Datacom as a recognised thought leader across Customer Experience, AI, Automation, and Contact Centre transformation through customer briefings, strategic workshops, and published insights.
Facilitate executive strategy workshops and engage with C-suite stakeholders to align technology investment decisions with enterprise business objectives. 🎯 Requirements
Demonstrated ability to engage and influence C-suite stakeholders, translating complex technology concepts into business outcomes and strategic investment decisions.
Proven ability to assess and recommend CX, CCaaS, CRM, workflow, AI, and automation platforms based on business requirements, operating models, and customer experience objectives.
10+ years in Customer Experience (CX), Contact Centre, Digital Transformation, Technology Consulting, Enterprise Architecture, or Strategic Advisory roles.
10+ years presenting solutions and service offerings to customers.
Proven experience in business consulting and customer-facing engagements.
Experience developing enterprise Customer Experience frameworks and governance models.
Strong understanding of CCaaS and AI technologies and governance frameworks.
Excellent analytical, problem-solving, and communication skills, with the ability to influence senior management.
Strong technical capability with excellent documentation and presentation skills.
Experience with Genesys, Salesforce, ServiceNow, Microsoft, AWS, Amazon Connect, or equivalent enterprise platforms.
Knowledge of MCP, A2A architectures, Large Language Models (LLMs), AI orchestration frameworks, and enterprise AI ecosystems.
Ability to thrive under pressure and to solve complex challenges.
Experience leading large-scale digital transformation and customer service modernisation programs.
Experience within government, regulated industries, or large enterprise environments. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 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 Find jobs using your resume 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

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Hard Skills & Tools

Business AssessmentPerformance Improvement AnalysisSolution Architecture DesignEnterprise AI Strategy DevelopmentGovernance Model CreationCustomer Experience Framework DevelopmentTechnical Requirements AnalysisCost-Benefit AnalysisDocumentation SkillsPresentation Skills

Soft Skills

Analytical SkillsProblem-Solving SkillsCommunication SkillsInfluencing SkillsAbility to Thrive Under Pressure