Principal Solution Strategist - Customer Experience & AI

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)

This is a high-impact consulting and advisory role focused on shaping customer experience strategies, optimising organisational processes, driving business transformation, and delivering measurable outcomes through the strategic application of Contact Centre as a Service (CCaaS), Artificial Intelligence (AI), automation, and cloud technologies.

The role requires a deep understanding of customer experience orchestration, omnichannel engagement, workforce optimisation, intelligent automation, and enterprise architecture. The strategist works closely with customers to understand business objectives, uncover operational challenges and customer pain points, evaluate current-state capabilities, and define future-state operating models that deliver measurable business value.

Leveraging expertise across leading cloud platforms, including Genesys, Salesforce, ServiceNow, Microsoft, AWS, and other enterprise technologies, the Principal Solution Strategist is responsible for providing thought leadership and strategic guidance on the most appropriate technology, architecture, and operating model for specific business scenarios and customer experience use cases.

The role also requires a strong understanding of emerging AI integration patterns, including Model Context Protocol (MCP), Agent-to-Agent (A2A) frameworks, API-driven architectures, and enterprise orchestration technologies, enabling the design of connected, intelligent ecosystems that maximise the value of AI across customer and employee journeys.

What you’ll do

As the Principal Solution Strategist, you will:

• Partner with executive stakeholders to define customer experience vision, strategic objectives, and transformation roadmaps.
• Conduct business assessments, maturity reviews, and current-state analyses to identify performance improvement opportunities.
• Advise customers on the suitability of leading CX, CCaaS, CRM, workflow, and AI platforms based on business objectives, operating models, technical requirements, and customer experience outcomes, providing vendor-agnostic recommendations that maximise business value while enabling future innovation.
• Develop future-state operating models that align people, processes, technology, governance, and data.
• Recommend platform capabilities and solution architectures that support both immediate and long-term business goals.
• Define enterprise AI strategies that enable AI capabilities to operate consistently across multiple platforms and business processes, leveraging MCP, A2A, APIs, event-driven architectures, and orchestration frameworks to deliver seamless customer and employee experiences.
• Design AI-enabled operating models that connect customer, employee, and business workflows across multiple technology ecosystems.
• Identify opportunities to create intelligent and autonomous business processes through AI orchestration and enterprise integration.
• Provide advisory services on MCP (Model Context Protocol), A2A (Agent-to-Agent) collaboration architectures, APIs, event-driven integration, and orchestration patterns.
• Shape high-impact transformation initiatives that improve customer outcomes while delivering operational efficiencies and business growth.
• Provide executive-level recommendations supported by business cases, cost-benefit analysis, and measurable success criteria.
• Represent Datacom as a recognised thought leader across Customer Experience, AI, Automation, and Contact Centre transformation through customer briefings, strategic workshops, and published insights.
• Facilitate executive strategy workshops and engage with C-suite stakeholders to align technology investment decisions with enterprise business objectives.

What you’ll bring

Required experience:

• Demonstrated ability to engage and influence C-suite stakeholders, translating complex technology concepts into business outcomes and strategic investment decisions.
• Proven ability to assess and recommend CX, CCaaS, CRM, workflow, AI, and automation platforms based on business requirements, operating models, and customer experience objectives.
• 10+ years in Customer Experience (CX), Contact Centre, Digital Transformation, Technology Consulting, Enterprise Architecture, or Strategic Advisory roles.
• 10+ years presenting solutions and service offerings to customers.
• Proven experience in business consulting and customer-facing engagements.
• Experience developing enterprise Customer Experience frameworks and governance models.
• Strong understanding of CCaaS and AI technologies and governance frameworks.
• Excellent analytical, problem-solving, and communication skills, with the ability to influence senior management.
• Strong technical capability with excellent documentation and presentation skills.
• Experience with Genesys, Salesforce, ServiceNow, Microsoft, AWS, Amazon Connect, or equivalent enterprise platforms.
• Knowledge of MCP, A2A architectures, Large Language Models (LLMs), AI orchestration frameworks, and enterprise AI ecosystems.
• Ability to thrive under pressure and to solve complex challenges.
• Experience leading large-scale digital transformation and customer service modernisation programs.
• Experience within government, regulated industries, or large enterprise environments.

This role is ideal for a strategic thinker who can combine deep customer experience expertise, technology vision, business consulting skills, and AI innovation to help organisations transform how they engage with customers and operate in a digital-first world.

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.