Solution Designer/Architect

Candidate Description

Specialising in enterprise contact centre transformation, the candidate brings over 20 years of experience across IT infrastructure, cloud solutions and architecture leadership. Their expertise spans AWS and Azure, CRM integration, unified communications, data governance and AI-enabled customer service. They have delivered solutions across financial services, telecommunications, government, travel, technology services and not-for-profit environments. Recent engagements with a superannuation fund, a telecommunications provider and a financial institution combine enterprise architecture with hands-on solution design and delivery. Their platform experience includes Amazon Connect, NICE CXone, Genesys, Microsoft Dynamics 365 CRM, Salesforce and Microsoft Teams. Strong analytical capability and stakeholder engagement underpin their approach to translating business needs into scalable enterprise solutions.

Cloud contact centre modernisation is a defining strength, supported by detailed knowledge of omnichannel journeys, telephony, recording, workforce engagement and integration architecture. At a superannuation fund, they led Amazon Connect and Microsoft Dynamics 365 CRM solution design, including integrations with fund platforms, enterprise APIs and authentication services. Their telecommunications provider engagement covered NICE CXone omnichannel, ACD, IVR, digital channels, quality management and analytics solutions. At a travel company, they delivered contact centre transformation across Australia, the Philippines and India, deploying Contact Lens generative AI summaries and AWS QuickSight dashboards. Their technical breadth extends to Lambda, Lex bots, Bedrock integrations, Amazon Q, PowerShell, Python, SQL, RESTful APIs and CI/CD knowledge. Agile delivery, Jira task management and comprehensive Confluence architecture documentation support their work from requirements and proofs of concept through implementation and operational handover.

Architecture leadership is complemented by practical experience guiding engineering teams, coordinating vendors and building consensus across business, security, infrastructure and technology functions. They have developed target-state architectures, technology roadmaps, governance frameworks and functional and non-functional requirements for complex enterprise initiatives. Financial services engagements have required attention to regulatory compliance, security, availability and regulated service delivery. Earlier roles with a local government organization, technology services companies, a telecommunications company and a contact centre technology provider provide a strong foundation in infrastructure operations, global presales and customer-facing technical support. AWS Cloud Practitioner, ITIL and PRINCE2 credentials reinforce their delivery discipline, alongside specialist contact centre certifications and ongoing cloud training. They offer employers a combination of strategic architecture, implementation depth and collaborative leadership suited to secure, AI-enabled customer service transformation.