CX Technology Consultant at Datacom

Description

Datacom is seeking a CX Technology Consultant to advise enterprises and governments on transforming customer experience and contact center-as-a-service (CCaaS) journeys. The consultant will evaluate business needs, design AI-enabled contact center solutions leveraging Conversational AI, Agentic AI, and automation, and guide clients through implementation. Responsibilities include risk identification, solution blueprint creation, system documentation, and providing technical guidance.

Required Skills

Customer Experience (CX) solution design
Genesys Cloud
NICE CXone
Twilio Flex
Amazon Connect
Conversational AI solutions
virtual agents
intelligent IVR
NLU/NLP frameworks
workflow automation
Large Language Models (LLMs)
Generative AI
API-driven integrations
Agentic AI

Additional Information

Required Previous Experiences: Broad experience across Customer Experience (CX) solution design
Proven track record in CCaaS platforms such as Genesys Cloud, NICE CXone, Twilio Flex, or Amazon Connect – with experience creating or integrating AI/ML capabilities into these environments.
Hands-on experience designing and deploying Conversational AI solutions including virtual agents, intelligent IVR, NLU/NLP frameworks and workflow automation within contact centres.
Experience with Large Language Models (LLMs) and Generative AI applied to customer-facing use cases (e.g., summarisation, intent classification, knowledge retrieval)
Familiarity with API-driven integrations between AI platforms and CCaaS/CRM systems
Demonstrated understanding of Agentic AI – including autonomous task orchestration, intent-driven dialogue management and IA-assisted agent copilots within the CX domain.
Strong consultative skills in mapping customer journeys and delivering transformation strategies.
Preferred Qualifications: Familiarity with AI platforms like Cognigy, Verse.ai, Cresta, Microsoft Power Automate and Dynamics Power Automate
Experience working with large-scale enterprise and government environments.
Exposure to multi-partner technology ecosystems
Knowledge of design and delivery of cloud-based customer platforms globally

About Datacom

Datacom

IT servicesAuckland, Auckland, New Zealand

Datacom combines local expertise and global innovation to improve digital resilience, modernise systems and harness AI for lasting impact.

Open roles: 262
New in 30 days: 27

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