CX Technology Consultant

Overview

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

The CX Technology Consultant is a customer service champion, passionate about helping our clients achieve outcomes for their end users, through a combination of technology, operational mastery, and process excellence. Our ideal candidate has a strong contact centre background, able to walk the walk and talk the talk with other contact centre operational stakeholders. This should be combined with a deep knowledge of the CCaaS and CX Platforms landscape, including Genesys, Nice, AWS Connect, Service Now, Salesforce, Cognigy, and Nuance. No one candidate will be an expert on all these platforms, so a broad understanding of the concepts involved, and these platforms’ place in the industry is the requirement.

The CX Technology Consultant is responsible for providing a chargeable service to clients in the development of industry specific systems mostly aligned to projects, consulting assignments, building and installing turnkey business solutions.

Responsibilities

- Designing and developing high quality business solutions and other projects.

- Evaluating customer’s business needs with input to strategic planning of business systems and directions.

- Recognising and promptly advising management of potential problems and for potential follow-on business opportunities.

- Problem identification, system architecture definition, hardware / software specification and/or design, implementation, testing, client training, and solution deployment.

- Analysing existing programs or formulating logic for new systems, devising logic procedures, preparing flowcharting, performing coding and testing/debugging programs.

- Being accountable for defined assignments/projects often involving immediate action or short term planning of human and other resources.

- Preparing and obtaining approval of system and programming documentation. Recommending changes in development, maintenance and system standards. Developing conversion and system implementations plans.

- Training users in conversion and implementation of system.

- Project management activities include interaction with company and client managers and cost/schedule monitoring.

- Liaising with customers during preliminary installation and testing of developed software solutions or products.

- Assisting with the preparation of sales proposals. Identifying additional product/services opportunities in customer organisation.

- Receiving assignments in the form of objectives and determines how to use resources to meet schedules and goals.

- Providing guidance and advice to subordinates within the latitude of established company policies in order to meet schedules and resolve technical problems.

Qualifications

- Understanding business/organisation/marketing context of business solutions.

- Specialist level of competence/knowledge in at least one technology/expertise area.

- Good understanding of current services and new computing directions and technologies.

- Knowledge of the Outsourced IT services and infrastructure project requirements.

- Business awareness (corporate structure, ROI, TCO, budget and planning strategy etc).

- Knowledge of and insight into the CX industry, particularly CCaaS.

- Experience with various CX Platforms such as Genesys, Nice, AWS Connect, Service Now, Salesforce, Cognigy, and Nuance.

- 5 years of related experience coupled with relevant tertiary education.

- Ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.

- Establishes and assures adherence to budgets, schedules, work plans, and performance requirements.

- Ability to work in large, collaborative teams to achieve organisational goals, and passionate about building an innovative culture.

- Ability to create formal networks with key contacts in own area of expertise.

- Ability to network and develop productive relationships with customers, stakeholders and suppliers. Proven negotiating skills with the aptitude to ensure win/win situations for all parties.

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It/'s our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

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