Joining as part of a major transformation program focussing on Contact Centre and Customer Success transformation.
The right candidates will have strong experience as a Solution Architect / Architecture Capability Lead supporting delivery of complex, multi-domain, multi-vendor transformation projects leveraging both internal build team and external partners will be crucial to the successful candidate.
The successful candidate must be able to build strong stakeholder relationships; develop and drive architecture strategic roadmaps and implementation for the Contact Centre and Customer Success space, together with a strong focus on architecture delivery and meeting heightened expectations.
This role should have strong knowledge and real-world experience in the following technology area garnered from past enterprise transformation roles:
- Customer Experience (Digital, IVR/Telephony, Chat, Mobile, Agentic, AI/ML, etc)
- Digital Channels / Platforms (IDAM, Personalisation, Content and Knowledge Management)
- Contact Centre as a Service
- Salesforce Platforms (Clouds - Sales, Service, Marketing, Experience, Data)
- Enterprise Integration (API Gateways, Event-Driven, Adobe / Salesforce / SAP native connectors)
- Enterprise Data Architecture
- Frieght/Supply chain/Logitics Architecural Projects.
- Develop full Solution Architecture deliverables.
- Update internal knowledge repositories, showing project impacts against existing systems, interfaces and architecture models.
- Present a clear and cohesive understanding of possible solutions, pros and cons to various options, and why any proposed solution is most appropriate.
- Demonstrate any APIs required, sufficiently prototyped to provide unambiguous intention to developers.
- Identify any missing or potential enterprise principles, patterns, solutions and interfaces.
- Explain the full solution, it’s complexity, dependencies, risks and issues to peers and management as part of governance board and endorsement activities.
- Provide technical assurance, and architectural assistance to the vendors, partners and internal service providers selected to assist with project delivery.
- Participate in the project design authority meetings as needed.
- Peer review other architecture work across domains where appropriate.
- Guide requirements tractability and test strategy development.
Ideally looking for someone with Immediate/two week start time frame.
Melbourne based, Hybrid model of work.
