Practice Manager - CX and Conversational AI

Our Why 

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (Your Why) 

At Datacom, we connect people and technology to solve challenges, create opportunities, and unlock new possibilities for the communities we serve. Our mission is simple: make a meaningful difference through the power of innovation. We partner with organisations and communities across Australia and New Zealand to improve lives and help businesses use technology to innovate, grow, and succeed.

As a Conversational AI & CX leader you will blend hands-on technical expertise with commercial acumen and the ability to engage deeply with customers at every level. You’ll design, build, showcase and optimise cutting-edge conversational solutions that inspire and deliver measurable business value, driving improved customer and employee experiences.

If you’re passionate about customers and obsessed with designing human-centric experiences that deliver ROI, this is your stage. You see the bigger picture, yet dive into the details, and you’re recognised as a thought leader and practitioner in the CX and EX space.

About the team

You’ll be part of our dynamic, fast-growing Conversational AI team across ANZ and Asia, collaborating with some of the most innovative and recognisable brands in Australia and New Zealand. In this pivotal role, you’ll help shape next-generation service experiences by applying Conversational AI and broader AI capabilities to transform customer engagement. Your ability to navigate ambiguity and guide teams through technical and organisational complexity will be essential to driving impactful outcomes across a broad range of industries.

We value flexibility – our offices are based in Adelaide, Brisbane, Canberra, Melbourne, Perth, Sydney, – and we support working from home too. We empower you and your team to balance collaboration and work-life harmony. If you’re an innovative thinker who thrives at the intersection of technology and customer outcomes, you’ll inspire clients with visionary ideas while delivering tangible, high-quality solutions. Your collaborative approach, technical credibility, and passion for CX/EX will make you a trusted advisor and a driver of change.

What You’ll Do

We work in an agile environment where no two days are the same – responding to evolving customer, technology, and business needs. You will:

• Create compelling, customer-focused experiences powered by Conversational AI technologies and be comfortable presenting and discussing these with customers and prospects
• Ideate, design, build, and deliver powerful demonstrations that showcase CAI capabilities to existing and prospective clients
• Apply advanced conversational design principles to craft intuitive, human-centric interaction flows
• Transition seamlessly between deep technical conversations with engineers and strategic discussions with business leaders
• Collaborate with customers to shape their CX and EX visions – inspiring new ideas and provoking thoughts about the ‘art of the possible’
• Identify automation opportunities in contact centre and retail environments that deliver ROI while enhancing frontline operations
• Manage and optimise delivery of current solutions including intent management, conversational structure and integration with customers' digital environments
• Work with customers to identify tuning and refining opportunities to increase bot containment and improve agent and customer satisfaction within risk tolerance and accessibility standards
• Work effectively across stakeholders to translate ambitious customer visions into practical, scalable solutions
• Apply change management methodologies and agile delivery techniques to ensure seamless adoption and lasting impact
• Plan and integrate next‑generation technologies into the architectural strategy and build strategic relationships with software and hardware vendors to inform roadmaps and GTM approaches

What you’ll bring

Required Experience

• Proven (3+ years) expertise in Conversational AI and CX strategy delivering measurable improvements
• Strong understanding of automation in contact centre and retail environments
• Ability to lead and contribute to project management and implementation activities
• Exceptional stakeholder engagement and communication skills, able to navigate technical and business conversations
• Experience with platforms such as Twilio, Cognigy, Genesys, and Microsoft
• Proven leadership experience and excellent presentation and stakeholder management skills
• Experience in solution and design services, scoping, configuration assistance and needs assessments

Nice to Have

• Strong working knowledge of change management and agile delivery frameworks
• Background in outsourcing or working with systems integrators
• Experience with Prosci Change Management methodology
• Familiarity with ITIL, application management and integration into core business systems
• Understanding of key cloud vendors such as AWS, Azure, GCP and commercial awareness of vendor architectural strategies

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services, while maintaining a dynamic, agile, small-business feel. It's our people that give Datacom its unique culture and energy.

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!