Solutions Consultant

About us

Mantel is an Australian-owned technology consulting business with capabilities across Cloud, Digital, Data, Delivery & Security. Since our inception in November 2017, we have experienced remarkable growth across Australia & New Zealand and are honoured to be recognised as a Great Place to Work for 6 years in a row

We hire smart and talented people and get out of their way. As a principle-based organisation, we have a flat structure with no hierarchy. By focusing on our five principles and not getting caught up in red tape, we trust you to get the job done.

Client Experience

Focused on long-standing and trusted relationships, the Client Experience team works closely with clients to truly understand their business needs and wants – in turn bringing the best of Mantel's value propositions to add value above and beyond. From strategic account management to marketing and events to client investment, the Client Experience team is focused on delivering the best possible outcomes for our clients.

About the role

This role focuses on providing delivery and pre-sales support for AI-powered contact centre solutions. You will act as a primary technical SME throughout the sales and project delivery cycle, designing comprehensive AI solutions, understanding technical requirements, analysing existing client technology, developing architectural blueprints, creating design documents, preparing and delivering demonstrations, and coordinating with cross-functional teams.

You will also become an expert on leading AI platforms, act as a customer advocate, and serve as a technical SME for delivery teams.

Your day-to-day

- Provide expert pre-sales and project delivery support for AI-powered contact centre solutions, leveraging deep dives into technologies such as Amazon Connect, Google DialogFlow, and other related conversational AI platforms to meet client needs.
- Act as a primary technical SME throughout the entire pre-sales and delivery lifecycle, from initial discovery to successful project close, focusing on client-specific solution design.
- Articulate and map complex client business and technical challenges within contact centre operations to the capabilities of various leading AI platforms, designing comprehensive AI solutions that meet and exceed client requirements.
- Thoroughly understand technical requirements for proposed solutions, including considerations for availability, operational loads, integration with existing client systems (CRM, ticketing, WFM, etc.), and deployment strategies within diverse cloud environments (AWS, GCP, Azure).
- Analyse clients' current contact centre technology landscape and ongoing projects to identify potential impacts, integration points, and strategic alignment for AI solutions.
- Develop architectural blueprints for client implementations, detailing how various AI platforms and components fit into the client's existing contact centre infrastructure, including sizing, deployment models, and integration with security frameworks.
- Create detailed design documents outlining the configuration of AI solutions for specific contact centre use cases (e.g., IVR deflection, agent assist, sentiment analysis, post-call summarisation).
- Prepare and deliver compelling demonstrations and proofs-of-concept of AI solutions, showcasing their value and impact on contact centre KPIs.
- Analyse customer data to support sales teams in building robust ROI calculations and business cases for AI adoption.
- Coordinate seamlessly with cross-functional teams to ensure proposed solutions are technically feasible, deliverable, and profitable.
- Become the resident expert on the capabilities of various leading AI platforms within the contact centre domain, including intent recognition, STT/TTS integrations, API capabilities, workflow development, and model training.
- Act as a trusted customer advocate, providing valuable feedback to clients on best practices for AI adoption and identifying opportunities for product improvement with various vendors based on market needs.
- Serve as a technical SME for partner solution architects and delivery teams involved in contact centre AI implementations.

What you’ll need to be successful

- You have a strong background in technologies that deliver tangible value by impacting operational business processes within contact centres.
- You possess experience as a sales engineer or solution architect, specifically within the contact centre conversational AI sector.
- You have deep expertise and hands-on experience with leading contact centre platforms (e.g., Amazon Connect, Genesys, Twilio, Avaya) and conversational AI technologies (e.g., Google DialogFlow, Amazon Lex, IBM Watson Assistant), and the ability to integrate them.
- You have a strong understanding of contact centre telephony infrastructure, routing, IVR systems, and omnichannel communication strategies.
- You have a solid understanding of cloud infrastructure (AWS, GCP, Azure) and experience designing and implementing solutions deployed within these environments.
- You have practical experience with Large Language Models (LLMs) and Generative AI, particularly in their application to contact centre use cases.
- You are proficient in scripting/programming languages (e.g., Python, JavaScript, Java) for integration, prototyping, and demonstration purposes.
- You have a proven track record in enterprise solution pre-sales or consulting.
- You are passionate about leveraging AI to solve complex business problems and improve customer and agent experiences.

What you can expect from us

- We know you won’t have one job for life. At Mantel we believe in supporting our team to take their career in a direction that aligns with their passions. We have internal opportunities across Cloud, Data, Digital, Delivery & Security.
- You’ll get all the tools you need to hit the ground running including a new phone, laptop & swag.
- We believe in unique experiences for all. Our My Deal program allows you to tailor your yearly plan, with the support of your Leader, to decide on what’s most important to you. That might be extra professional development, extra annual leave, time to work on your side hustle, or something else completely different One size does not fit all.
- You’ll be genuinely supported by an organisation that cares about not only you but your family as well, Mantel offers Flexible Personal Leave options for those unplanned moments in life.
- We support a flexible hybrid approach to working which is guided by our principles; we trust each other to “make good choices” about the best workplace locations for the requirements of the project, role and client. This can change based on our client needs.
- Mantel is a certified Family Inclusive Workplace, which means we are committed to improving your wellbeing at work through leading practices on flexible work, parental leave, family care and family wellbeing.

We value a diverse workplace and strongly encourage people from all backgrounds and minority groups to apply.

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