Senior Solution Architect - Contact Centre & Collaboration

Core Domain Expertise – Contact Centre Architecture

• Extensive hands-on and design experience with NiCE CXone Contact Centre, including integrations, workforce optimisation, analytics and omnichannel capabilities.
• Strong architectural capability across the Cisco Collaboration portfolio, with Webex Calling and Webex Contact Center experience highly regarded).
• Solid understanding of contact centre infrastructure, cloud and hybrid deployment models, high availability, disaster recovery, security and performance considerations.
• Experience designing end-to-end customer experience (CX) solutions aligned to business outcomes.

Additional Platforms

• Mitel contact centre or collaboration experience considered nice to have, with the ability to assess, integrate or support migration initiatives.
• Exposure to third-party systems commonly integrated with contact centres, including CRM platforms, identity services, analytics tools, call recording, network and security services.
• Collaboration & Unified Communications
• Working knowledge of collaboration platforms and collaborative workspaces, including voice, video, messaging, meetings and presence technologies.
• While contact centre is the primary focus, the candidate is comfortable operating across collaboration domains and willing to upskill as required.
• Ability to design solutions that align contact centre and collaboration strategies for a consistent employee and customer experience.

Architecture & Consulting Skills

• Strong solution architecture discipline including requirements analysis, high-level and detailed design, documentation and architectural governance.
• Ability to clearly communicate complex technical concepts to non-technical stakeholders, including senior executives.
• Experience providing pre-sales support, solution assurance and technical leadership across delivery teams.
• Pragmatic, vendor-aware and outcomes-focused, balancing technical excellence with commercial and operational realities.

Key Attributes

• Senior-level presence and credibility with customers and internal teams.
• Curious and adaptive mindset with a willingness to build capability in adjacent collaboration technologies.
• Strong problem-solving skills and ability to operate effectively in complex, multi-vendor environments.
• Collaborative, mentor-oriented approach with the ability to influence and lead without formal authority.

What's in it for you?

We’re proud to offer a supportive and rewarding workplace culture, with a strong focus on career growth and wellbeing. Alongside industry-leading benefits, you’ll enjoy bonus and wellness days after six months, 14 weeks of paid parental leave, and up to four paid volunteer days each year. We also provide access to exclusive discounts on health insurance, travel, entertainment and more, as well as salary packaging options such as car leasing and superannuation. To further support you and your family, we offer a free and confidential Employee Assistance Program

At NEC

NEC Australia helps customers gain greater business value from their technology investments, by delivering end-to-end technology solutions, business and IT transformation consultancy, professional services, communications solutions, application and solutions development and infrastructure and applications managed services and support. www.nec.com.au

NEC is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islanders.