Contact Centre Solutions Architect

Responsibilities

• Design end-to-end customer experience (CX) transformations using cloud-based contact centre platforms (CCaaS)
• Serve as a trusted advisor to enterprise and government clients, bridging business challenges with technical solutions
• Lead the architectural vision from initial discovery through to high-level design
• Collaborate with sales and delivery teams to craft technical roadmaps and compelling proposals
• Facilitate design thinking workshops and provide technical leadership during implementation phases
• Integrate modern technologies including Conversational AI, omnichannel orchestration, and advanced analytics

Requirements

• Proven experience designing and deploying large-scale Contact Centre solutions
• Deep expertise in platforms such as AWS Konnect, Microsoft D365, CX one, Live Person, or Google CCAI
• Strong understanding of CRM integration (Salesforce, Microsoft Dynamics) and Workforce Engagement Management (WEM)
• Practical knowledge of implementing Conversational AI (Google Dialogflow, Lex, or Nuance)
• Exceptional communication skills with the ability to translate technical concepts for C-level stakeholders
• Ability to navigate legacy infrastructure constraints and chart paths toward cloud-native modernization

Benefits

• Paid parental leave and well-being initiatives
• Discounted health insurance and various product discounts
• Access to industry and partner training programs and an AI-driven learning platform
• Opportunities for career development and meaningful work in a collaborative environment

About the Company

NCS Australia is a technology services provider committed to quality, innovation, and purposeful work. We partner with clients and communities to shape better outcomes through cutting-edge technology and a focus on people.