Verified Job
Customer Support / TeleCaller
Practice Manager - CX and Conversational
Customer Support / TeleCaller
#692069
Remote / WFH
Job Description
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)
At Datacom, we connect people and technology to solve challenges, create opportunities, and unlock new possibilities for the communities we serve. Our mission is simple: make a meaningful difference through the power of innovation. We partner with organisations and communities across Australia and New Zealand to improve lives and help businesses use technology to innovate, grow, and succeed.
As a Conversational AI & CX leader you will blend hands-on technical expertise with commercial acumen and the ability to engage deeply with customers at every level. You’ll design, build, showcase and optimise cutting-edge conversational solutions that inspire and deliver measurable business value, driving improved customer and employee experiences.
If you’re passionate about customers and obsessed with designing human-centric experiences that deliver ROI, this is your stage. You see the bigger picture, yet dive into the details, and you’re recognised as a thought leader and practitioner in the CX and EX space.
About the team
You’ll be part of our dynamic, fast-growing Conversational AI team across ANZ and Asia, collaborating with some of the most innovative and recognisable brands in Australia and New Zealand. In this pivotal role, you’ll help shape next-generation service experiences by applying Conversational AI and broader AI capabilities to transform customer engagement. Your ability to navigate ambiguity and guide teams through technical and organisational complexity will be essential to driving impactful outcomes across a broad range of industries.
We value flexibility – our offices are based in Adelaide, Brisbane, Canberra, Melbourne, Perth, Sydney, – and we support working from home too. We empower you and your team to balance collaboration and work-life harmony. If you’re an innovative thinker who thrives at the intersection of technology and customer outcomes, you’ll inspire clients with visionary ideas while delivering tangible, high-quality solutions. Your collaborative approach, technical credibility, and passion for CX/EX will make you a trusted advisor and a driver of change.
What You’ll Do
We work in an agile environment where no two days are the same – responding to evolving customer, technology, and business needs. You will:
Create compelling, customer-focused experiences powered by Conversational AI technologies and be comfortable presenting and discussing these with customers and prospects
Ideate, design, build, and deliver powerful demonstrations that showcase CAI capabilities to existing and prospective clients
Apply advanced conversational design principles to craft intuitive, human-centric interaction flows
Transition seamlessly between deep technical conversations with engineers and strategic discussions with business leaders
Collaborate with customers to shape their CX and EX visions – inspiring new ideas and provoking thoughts about the ‘art of the possible’
Identify automation opportunities in contact centre and retail environments that deliver ROI while enhancing frontline operations
Manage and optimise delivery of current solutions including intent management, conversational structure and integration with customers' digital environments
Work with customers to identify tuning and refining opportunities to increase bot containment and improve agent and customer satisfaction within risk tolerance and accessibility standards
Work effectively across stakeholders to translate ambitious customer visions into practical, scalable solutions
Apply change management methodologies and agile delivery techniques to ensure seamless adoption and lasting impact
Plan and integrate next‑generation technologies into the architectural strategy and build strategic relationships with software and hardware vendors to inform roadmaps and GTM approaches
What you’ll bring
Required Experience
Proven (3+ years) expertise in Conversational AI and CX strategy delivering measurable improvements
Strong understanding of automation in contact centre and retail environments
Ability to lead and contribute to project management and implementation activities
Exceptional stakeholder engagement and communication skills, able to navigate technical and business conversations
Experience with platforms such as Twilio, Cognigy, Genesys, and Microsoft
Proven leadership experience and excellent presentation and stakeholder management skills
Experience in solution and design services, scoping, configuration assistance and needs assessments
Nice to Have
Strong working knowledge of change management and agile delivery frameworks
Background in outsourcing or working with systems integrators
Experience with Prosci Change Management methodology
Familiarity with ITIL, application management and integration into core business systems
Understanding of key cloud vendors such as AWS, Azure, GCP and commercial awareness of vendor architectural strategies
Why join us here at Datacom?
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services, while maintaining a dynamic, agile, small-business feel. It's our people that give Datacom its unique culture and energy.
At Datacom you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy. 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. We operate at the leading edge of technology to help ANZ’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
If you would like to know more and this sounds like you. Please apply online today!
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)
At Datacom, we connect people and technology to solve challenges, create opportunities, and unlock new possibilities for the communities we serve. Our mission is simple: make a meaningful difference through the power of innovation. We partner with organisations and communities across Australia and New Zealand to improve lives and help businesses use technology to innovate, grow, and succeed.
As a Conversational AI & CX leader you will blend hands-on technical expertise with commercial acumen and the ability to engage deeply with customers at every level. You’ll design, build, showcase and optimise cutting-edge conversational solutions that inspire and deliver measurable business value, driving improved customer and employee experiences.
If you’re passionate about customers and obsessed with designing human-centric experiences that deliver ROI, this is your stage. You see the bigger picture, yet dive into the details, and you’re recognised as a thought leader and practitioner in the CX and EX space.
About the team
You’ll be part of our dynamic, fast-growing Conversational AI team across ANZ and Asia, collaborating with some of the most innovative and recognisable brands in Australia and New Zealand. In this pivotal role, you’ll help shape next-generation service experiences by applying Conversational AI and broader AI capabilities to transform customer engagement. Your ability to navigate ambiguity and guide teams through technical and organisational complexity will be essential to driving impactful outcomes across a broad range of industries.
We value flexibility – our offices are based in Adelaide, Brisbane, Canberra, Melbourne, Perth, Sydney, – and we support working from home too. We empower you and your team to balance collaboration and work-life harmony. If you’re an innovative thinker who thrives at the intersection of technology and customer outcomes, you’ll inspire clients with visionary ideas while delivering tangible, high-quality solutions. Your collaborative approach, technical credibility, and passion for CX/EX will make you a trusted advisor and a driver of change.
What You’ll Do
We work in an agile environment where no two days are the same – responding to evolving customer, technology, and business needs. You will:
Create compelling, customer-focused experiences powered by Conversational AI technologies and be comfortable presenting and discussing these with customers and prospects
Ideate, design, build, and deliver powerful demonstrations that showcase CAI capabilities to existing and prospective clients
Apply advanced conversational design principles to craft intuitive, human-centric interaction flows
Transition seamlessly between deep technical conversations with engineers and strategic discussions with business leaders
Collaborate with customers to shape their CX and EX visions – inspiring new ideas and provoking thoughts about the ‘art of the possible’
Identify automation opportunities in contact centre and retail environments that deliver ROI while enhancing frontline operations
Manage and optimise delivery of current solutions including intent management, conversational structure and integration with customers' digital environments
Work with customers to identify tuning and refining opportunities to increase bot containment and improve agent and customer satisfaction within risk tolerance and accessibility standards
Work effectively across stakeholders to translate ambitious customer visions into practical, scalable solutions
Apply change management methodologies and agile delivery techniques to ensure seamless adoption and lasting impact
Plan and integrate next‑generation technologies into the architectural strategy and build strategic relationships with software and hardware vendors to inform roadmaps and GTM approaches
What you’ll bring
Required Experience
Proven (3+ years) expertise in Conversational AI and CX strategy delivering measurable improvements
Strong understanding of automation in contact centre and retail environments
Ability to lead and contribute to project management and implementation activities
Exceptional stakeholder engagement and communication skills, able to navigate technical and business conversations
Experience with platforms such as Twilio, Cognigy, Genesys, and Microsoft
Proven leadership experience and excellent presentation and stakeholder management skills
Experience in solution and design services, scoping, configuration assistance and needs assessments
Nice to Have
Strong working knowledge of change management and agile delivery frameworks
Background in outsourcing or working with systems integrators
Experience with Prosci Change Management methodology
Familiarity with ITIL, application management and integration into core business systems
Understanding of key cloud vendors such as AWS, Azure, GCP and commercial awareness of vendor architectural strategies
Why join us here at Datacom?
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services, while maintaining a dynamic, agile, small-business feel. It's our people that give Datacom its unique culture and energy.
At Datacom you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy. 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. We operate at the leading edge of technology to help ANZ’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
If you would like to know more and this sounds like you. Please apply online today!
