Contact Centre Solutions Designer

1 month ago

Sydney, New South Wales, Australia M&T Resources Full time

**Job Title:** Contact Centre Solutions Designer

**Company Overview:

M&T Resources is a nationally recognised employer seeking an experienced Solutions Architect – Contact Centre to join their Architecture team. This is an opportunity to shape customer experiences while working on projects that define the future of customer interaction technology.

**Location:** Sydney

**Estimated Salary Range:** AU$120,000 - AU$180,000 per annum (dependent on experience)

**Job Description:**
Main Responsibilities

  • Serve as the Subject Matter Expert (SME) for contact centre technologies, driving the design and implementation of cutting-edge solutions.
  • Develop detailed technical architecture and documentation from high-level business requirements to enable seamless project execution.
  • Lead end-to-end solution delivery, including system integration, configuration and testing.
  • Design and optimise workflows for multi-channel customer engagement, including voice, chat, and email platforms.
  • Assess existing contact centre infrastructures and recommend enhancements to align with current business objectives.
  • Communicate technical concepts effectively to both technical and non-technical stakeholders, ensuring alignment across teams.

**Required Skills and Qualifications:**

  • 8+ years of experience in designing and implementing Contact Centre solutions, with strong expertise in platforms like Nice CX-One or equivalent technologies.
  • Demonstrated ability to architect cloud-based and hybrid contact centre environments.
  • Knowledge of IVR, workforce optimisation (WFO), and CRM integrations.
  • Strong understanding of call routing, analytics, and reporting within enterprise-level environments.
  • Relevant certifications in Nice InContact, CXone, or equivalent are highly desirable.

**Benefits:

  • Permanent opportunity with fantastic employee benefits.
  • Hybrid working arrangements, with flexibility to work from home or the office.

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