Solutions Architect - Digital

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
As part of our continual focus on growth and innovation, we are embarking on an exciting digital transformation journey to use the latest in digital, data, advanced analytics and generative AI to enhance our client service delivery model and the customer experience we provide.
About the Role :
As a Solutions Architect, you'll lead the translation of requirements into effective solutions using partner products and features. Your focus includes designing seamless integrations to meet functional needs, ensures maintainability and evolvability, and maximizes reach of solutions across contact centers. You’ll play a pivotal role in delivering intelligent solutions to enhance contact center operations, including overseeing implementation and testing. You’ll get to work closely with data scientists to assess and customize advanced analytics or AI solutions if required. Your role extends to consolidating technology choices across contact centers, proposing opportunities for innovation, and staying abreast of emerging technologies for strategic decision-making.
As the Solutions Architect you will :
Lead the discovery of the solution space in collaboration with the data scientists where required, identify gaps that need customisation or in-house build effort, and design the integration that needs to happen to meet the business requirements and non-functionals.
Lead the overall integration effort and support the implementation team to ensure the solutions come together as per the design. This includes any customisation or in-house build required to close any gaps identified in the design.
Lead the ongoing rationalisation of the solution space to keep fragmentation low, propose
changes to existing solutions to encourage innovation and reduce tech debt, and inform who we partner with strategically with a view of the benefits and costs.
Create, maintain and socialise architecture strategies and guidelines on how high-quality solutions can be implemented quickly, with confidence and accuracy, balancing long-term goals with current needs.
Develop a deep understanding of the broad trends as well as nuances of the partner landscape
and the problem spaces in contact centre operations and CX management.
Stay abreast and develop reasonable comprehension of ongoing research and product/feature releases at the crossroad between contact centre technologies and generative AI.
Contribute to the uplifting of appreciation and understanding across Probe emerging trends and technologies in the contact centre technologies space.
Contribute to the ongoing evangelism and effort to transform how Probe selects partners, and chooses products and features to enrich our solution space in a strategic manner.
Key Skills and Attributes Required:
Minimum 3 years experience working with and around contact center technologies.
Minimum 5 years experience in an architectural role, leading projects with full accountability.
Bachelor’s degree in an IT-related field.
Demonstrable industry leading knowledge across the contact center domain and leading-edge thinking in the arena of omni-channel contact solutions.
Demonstrated experience conceptualising and implementing contact centre technologies.
Hands on experience with contact centre technologies at scale, including depth in one or more of the following areas:
o Call routing and computer-telephony integration (CTI)
o Automatic Call Distribution (ACD)
o Interactive Voice Response (IVR)
o Call Recording
o Workforce Management (WFM) and Quality Assurance (AQM)
o Multi-channel contact management (voice, email, chat, SMS messaging)
o Inbound/outbound self-service/queuing and applications
o Agent desktop
Familiarity with information security vulnerabilities and risk management.
Experience working as part of cross-functional teams designing and implementing software products and agile software development methodologies are desirable.
Australian based role located in Melbourne CBD
Australian Citizenship
Ready to influence the future of contact center technologies? Join us and shape tomorrow's solutions.