Solution Architect- Contact Centre

• • Australian Citizenship Mandatory
  • Multiple locations ACT, NSW,VIC,SA,QLD
  • 12 months contract with 2*12month extensions

  Clicks IT recruitment is seeking experienced IT Solution Architects to join a high-impact federal government transformation program focused on modernising digital client and staff interactions. This initiative is delivering a next-generation Contact Centre as a Service (CCaaS) platform that goes beyond voice, enabling orchestration across systems and leveraging AI to enhance service delivery.
  
  You'll be part of a collaborative, multi-site team responsible for designing secure, scalable, and resilient solutions that support critical national infrastructure.

  Key Responsibilities:

  • Deliver end-to-end IT solution designs and IT data components aligned with enterprise architecture principles and frameworks.
  • Ensure the high-level solution design aligns to the enterprise architecture patterns, principles, and frameworks, as well as strategies.
  • Define and document functional and non-functional requirements.
  • Identifying and mitigating design, integration and technology issues, risks, and challenges throughout the project.
  • Identify and mitigate design, integration, and technology risks.
  • Facilitate engagement with enabling areas (e.g. Cyber Security, Technology Assurance, Procurement) to validate design assumptions and resolve issues.

  Skills required:

  • Has experience in large-scale contact centre transitions from on-premises to Contact Centre as a Service (CCaaS) or Platform as a Service (PaaS).
  • Expertise in technologies such as Genesys Engage, Verint, and Nuance Voice Biometrics.
  • Strong understanding of government compliance frameworks including ISM and IRAP.
  • Expertise with Integration (Identity, Access, Security, Logging, Monitoring) and Infrastructure integration (WAN, PSTN, SIP, gateways, cloud models)
  • Familiarity with Gen AI capabilities and their application in contact centre environments.

If you wish to apply for this position, please submit your resume by clicking the 'Apply Now' button. For further information please contact Abhi Naik at Clicks IT Recruitment on +61 427 997 851.

At Clicks, we embrace diversity, inclusion, and equal opportunity.