Strategic Engagement Leader

Our Why

Datacom partners with organisations and communities across Australia and New Zealand to improve lives by enabling innovation and growth through technology. In the customer experience space, our focus is on transforming Contact Centres using AI-driven insights, automation, and next-generation engagement solutions — helping clients deliver exceptional service, efficiency, and connection at every touchpoint.

About the Role (your why)

With strong growth in customer engagement solutions, we have an opening within our Specialised Sales line of business to expand our presence in the Contact Centre and CX market, underpinned by AI technologies. We help organisations modernise their service delivery through omni-channel contact strategies, conversational AI, analytics, and automation that reduce effort and elevate customer satisfaction.

The primary purpose of the role is to drive new business that improves market profitability, builds referenceable success stories, and increases awareness of Datacom's CX and AI capabilities. You will work in partnership with enterprise sellers, account managers, technology partners, and directly own opportunities in untapped markets.

Our offices are based in Adelaide, Brisbane, Canberra, Melbourne and Sydney, and we balance in-person collaboration with remote work to support flexibility and work-life balance.

What you'll do

• Industry Leadership: Position yourself as a thought leader in customer experience, AI adoption in Contact Centres, and digital engagement trends. Advise clients on emerging technologies, best practice, and transformation roadmaps for service operations.
• Technology Partner Engagement: Maintain deep knowledge of AI-driven CX technologies, voice and chat automation platforms, CRM integrations, speech and sentiment analytics, and the vendor ecosystem. Provide insight to internal teams and stakeholders.
• Proposition Development: Shape and refine Datacom's CX and AI service propositions based on market engagement, customer feedback, and evolving trends (e.g., generative AI in service, predictive analytics for workforce optimisation).
• Deal Origination: Lead demand generation campaigns, represent Datacom at CX/AI industry events, and create compelling thought leadership pieces focused on tangible benefits of Contact Centre modernisation.
• Growth Delivery: Own an individual sales target for CX and AI-driven Contact Centre solutions. Manage pipeline health, account strategies, opportunity forecasting, and cross-sell to existing clients.
• Commercial Solutions: Translate business challenges into AI and CX-enabled solutions that address customer pain points and align with their future vision. Produce commercial proposals and tender responses in conjunction with delivery teams.

What you'll bring

• Extensive experience in business development, sales, and marketing within Contact Centre technology, Customer Experience solutions, or AI/automation platforms
• Demonstrated success in both new business hunting and existing client expansion
• Deep understanding of current and emerging customer engagement platforms (cloud contact centre, ServiceNow, CRM, AI-powered chatbots, voicebots, knowledge management)
• Ability to articulate clearly how AI, automation, and analytics improve service, reduce cost, and drive measurable CX outcomes
• Strong skills in negotiation, stakeholder influence, and navigating procurement and transformation programs
• Solid business acumen including financial management, cost/revenue relationships, and project ROI modelling

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.