CX Senior Solutions Consultant
Senior pre-sales solutions consultant for contact centre/CX technology: runs discovery with partners and customers, designs CCaaS, AI and integration solutions, builds demos and business cases, and drives RFPs and deals to signature. Core tech includes Genesys Cloud CX, NICE CXone, Amazon Connect, Microsoft Azure, and CRM/CTI API integration.
- Compensation
- Not disclosed
- Location
- Sydney NSW
- Work setup
- Hybrid
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Solutions engineering
- Posted
Skills
Must have
- 5+ years in pre-sales, solution consulting or solution architecture, with at least 3 in contact centre or CX technology
- Hands-on experience with one or more enterprise CCaaS platforms: Genesys Cloud CX, NICE CXone or Amazon Connect
- Solid foundation in Microsoft Azure, including Azure Communication Services, and how it fits with Teams and Dynamics 365
- Working knowledge of integration patterns: REST APIs, webhooks, CRM and CTI (Salesforce, Dynamics 365, ServiceNow), SSO and identity
- Understanding of conversational AI, IVA and IVR design, and how AI agents are reshaping self-service and agent assist
- Proven ability to present to C-suite audiences, explain complex architecture in plain language, and contribute to RFPs and tenders including government or enterprise procurement
- Commercial instinct with understanding of pricing and margin, and confidence to step back from unsuitable deals
- Comfort working through a channel or partner model, not just selling direct
Nice to have
- Certifications such as Genesys Cloud CX Professional, NICE CXone, AWS Certified Solutions Architect, or Microsoft Azure / Dynamics 365 Contact Center
- Experience with Microsoft Teams-native contact centre platforms
- Exposure to workforce engagement management, quality management, speech analytics or knowledge management
- Background at a CCaaS vendor, systems integrator or managed service provider
- Experience with Copilot Studio, Azure OpenAI or other AI agent tooling
- Industry experience in government, financial services, healthcare or retail
Full description
The Opportunity
Contact centres are being rebuilt around AI agents, connected customer journeys across every channel, and open technology built on application programming interfaces (APIs). Partners need a trusted expert who can show their customers how it all fits together. As our CX (customer experience) Senior Solutions Consultant, you’ll be that expert, sitting at the centre of our pre-sales work and turning business pain into solutions customers can see, believe in and buy. This is a commercial role as much as a technical one; you might talk integration architecture with a partner’s lead engineer in the morning, then present the business case to a customer’s executive team in the afternoon.
What You’ll Be Doing
- Running discovery sessions with partners and customers to understand pain points, business goals and technical constraints
- Designing end-to-end CX solutions across Contact Centre as a Service (CCaaS), AI and automation, workforce engagement, analytics, and integration with customer relationship management (CRM), enterprise resource planning (ERP) and IT service management (ITSM) systems
- Shaping and defending the solution architecture and integration approach (APIs, CRM and computer telephony integration (CTI), identity and data flows) with partner and customer technical teams
- Building and delivering tailored demos and proofs of concept that link features to measurable outcomes
- Presenting to C-suite stakeholders and building business cases that show clear value, return on investment and risk reduction, moving opportunities through to signature
- Responding to requests for proposal (RFPs) and tenders with clear, compliant and compelling technical content
- Acting as a trusted technical advisor to our partners’ sales and engineering teams through workshops, solution showcases and reusable assets such as reference architectures, demo environments and battlecards
- Working with the CX Sales Lead on pipeline, deal strategy and forecasting, sharing market insight with product and leadership, and ensuring a clean handover to delivery
What You’ll Bring
The essentials:
- 5+ years in pre-sales, solution consulting or solution architecture, with at least 3 in contact centre or CX technology
- Hands-on experience with one or more enterprise CCaaS platforms: Genesys Cloud CX, NICE CXone or Amazon Connect
- A solid foundation in Microsoft Azure, including Azure Communication Services, and how it fits with Teams and Dynamics 365
- Working knowledge of integration patterns, including REST APIs, webhooks, CRM and CTI (Salesforce, Dynamics 365, ServiceNow), single sign-on (SSO) and identity