Principal Solution Strategist - Customer Experience & AI
AustraliaFull-TimePrincipal
Salary not disclosed
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Job Details
- Experience
- 10+ years
- Required Skills
- Artificial IntelligenceCloud ComputingSalesforceCRM
Requirements
- 10+ years of experience in Customer Experience, Contact Centre transformation, digital transformation, enterprise architecture, technology consulting, or strategic advisory roles.
- Proven experience engaging with C-suite stakeholders and translating complex technology concepts into business outcomes.
- Strong background in customer-facing consulting engagements and solution strategy development.
- Experience assessing and recommending CX, CCaaS, CRM, workflow, AI, and automation platforms.
- Demonstrated ability to develop enterprise customer experience frameworks and governance models.
- Strong understanding of AI technologies, automation strategies, and enterprise AI governance.
- Knowledge of AI ecosystems, including Large Language Models (LLMs), MCP, A2A architectures, APIs, and orchestration frameworks.
- Experience with enterprise platforms such as Genesys, Salesforce, ServiceNow, Microsoft, AWS, Amazon Connect, or similar technologies.
- Experience leading large-scale digital transformation and customer service modernisation programs.
Responsibilities
- Partner with executive stakeholders to define customer experience visions, strategic goals, and transformation roadmaps.
- Conduct business assessments, maturity reviews, and current-state analyses to identify opportunities for improvement.
- Advise customers on CX, CCaaS, CRM, workflow, AI, and automation platforms based on business needs and long-term objectives.
- Provide vendor-agnostic recommendations that maximise business value and support future innovation.
- Develop future-state operating models aligned with people, processes, technology, governance, and data.
- Design enterprise AI strategies that enable intelligent automation across customer and employee workflows.
- Advise on AI integration patterns, including MCP, A2A architectures, APIs, event-driven frameworks, and orchestration models.
- Lead strategic workshops and consulting sessions with C-suite stakeholders and business leaders.
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