General Manager - Experience Solutions
Datacom, Australia
Job Description
Our purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
About the Team
The Experience Solutions team at Datacom Connect provides ‘end to end’ Customer Experience solutions to both internal and external customers. These solutions are designed to enhance our customer and agent experiences through integration, customisation and automation whilst maintaining the highest-level security.
The team is responsible for designing CX solutions, leveraging our technology pedigree and partnerships to enable our customers to achieve their digital and service strategic goals and looking after the ongoing management and support of the implemented solution.
About the Role
As General Manager - Experience Solutions you will be the key solutions lead for the Datacom Connect business. You’ll own and lead the direction of our solutions including partner relationships at a technology level, be a key influencer to technology and services strategy and act as pre-sales solution leader for key engagements across;
- Core Customer Engagement Solutions across Contact Centre and BPO Services
- Cloud Contact Centre
- A.I including Virtual Assistants
- Voice biometrics
- Analytics
- Multi-channel integrations
- Automation
- Emerging technologies.
This is a role that can be based at any of our Datacom offices across Australia.
What you’ll do
As General Manager Experience Solutions you will:
- Have end-to-end ownership of pre-sales technology solutioning and design for key initiatives
- Provide architectural oversight and drive the solution design for planning
- Provide consultancy, advice and guidance our strategic accounts to ensure best in class Customer Experience is achieved through integrated systems
- Facilitate briefings, demos and working sessions with customers to envision CX technology roadmaps and best of breed solutions
- Representing the business as an industry thought leader by contributing to authoring articles, speaking at events, and offering a point-of-view in presentations with customers.
What you’ll bring
You will have experience in a senior leadership role where you have led teams and contributed to successful customer outcomes. You’ll be passionate about and have deep technical knowledge in the CX technology landscape and products (Contact Centre, Conversational AI, Automation, CRM, Cloud). Ideally having designed and delivered contact centre solutions.
You can work autonomously, believe in the importance of exceptional customer service, are collborative and think outside of the box when solutioning/ problem solving. Ideally you’ll also bring Pamp;L, forecasting and budgeting experience.
Culture and Benefits
Datacom is ones of ANZs largest suppliers of Information Technology professional services. As an ANZ company, 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.
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!