Lead Contact Centre Consultant

About us Mantel is an Australian-owned technology consulting business with capabilities across Cloud, Digital, Data, Delivery & Security. Since our inception in November We hire smart and talented people and get out of their way. As a principle-based organisation, we have a flat structure with no hierarchy. By focusing on our five principles and not getting caught up in red tape, we trust you to get the job done we have experienced remarkable growth across Australia & New Zealand and are honoured to be recognised as a Great Place to Work for 6 years in a row Cloud Mantel's dedicated cloud capability means you will work with passionate people and the latest tech in your cloud of choice. Whether you're helping businesses reach their full potential with Microsoft, executing full transformations on AWS, or leveraging Google Cloud, our deep partnerships mean you'll work on high-profile projects, including AI-accelerated cloud migrations and redeveloping entire applications for our clients using agentic coding. About the role Working closely with the Solutions Consultant, this role focuses on providing SME architecture and delivery for AI-powered contact centre solutions. The role involves acting as a primary technical SME throughout the project delivery cycle, designing comprehensive modern contact centre solutions such as Amazon Connect, understanding contact centres and contact centre technologies, analysing existing client solutions, developing new architectural blueprints, creating design documents, preparing and delivering demonstrations, building production grade solutions and coordinating with cross-functional teams. As a Contact Centre SME, you will work with our team of experts to design and deliver forward thinking solutions leveraging innovative technologies such as AI. Your day-to-day Provide expert technical leadership and project delivery support for AI-powered contact centre solutions, leveraging deep dives into technologies such as Amazon Connect and other related conversational AI platforms to meet client needs. Act as a primary technical resource throughout the entire solution delivery lifecycle, from initial discovery to successful project close, focusing on client-specific solution design and implementation. Articulate and map complex customer business and technical challenges within contact centre operations to the capabilities of various leading AI platforms, designing comprehensive, AI solutions that meet and exceed client requirements. Thoroughly understand technical requirements for proposed solutions, including considerations for availability, operational loads, integration with existing client systems (CRM, ticketing, WFM, etc.), and deployment strategies within diverse cloud environments (AWS, GCP, Azure). Guide, educate, and lead supporting teams such as Cloud, and Digital engineering teams on building contact centre solutions, clearly articulating the technical requirements and implementation strategy for engineering work. Coordinate with sales and client experience teams to ensure technical solutions align with the client's business case and strategic goals. Analyse clients' current contact centre technology landscape and ongoing projects to identify potential impacts, integration points, and strategic alignment for AI solutions. Develop architectural blueprints for client implementations, detailing how various AI platforms and components fit into the client's existing contact centre infrastructure, including sizing, deployment models, and integration with security frameworks. Create detailed design documents outlining the configuration of AI solutions for specific contact centre use cases (e.g., IVR deflection, agent assist, sentiment analysis, post-call summarisation). Prepare and deliver compelling demonstrations and proof-of-concepts of AI solutions, showcasing their value and impact on contact centre KPIs. Analyse customer data to support sales teams in building robust ROI calculations and business cases for AI adoption. Coordinate seamlessly with cross-functional teams to ensure proposed solutions are technically feasible, deliverable, and profitable. Become the resident expert on the capabilities of various leading AI platforms within the contact centre domain, including intent recognition, STT / TTS integrations, API capabilities, workflow development, and model training. Act as a trusted customer advocate, providing valuable feedback to clients on best practices for AI adoption and identifying opportunities for product improvement with various vendors based on market needs. Serve as a technical resource for partner solution architects and delivery teams involved in contact centre AI implementations. What you'll need to be successful You have a strong background in technologies that deliver tangible value by impacting operational business processes within contact centres. Exceptional communication and presentation skills are required to clearly articulate complex technical concepts to both technical and non-technical stakeholders. You possess experience as a Technical Lead or Solution Architect, with a strong background in technical delivery, specifically within the contact centre conversational AI sector. You have deep expertise and hands‑on experience with leading contact centre platforms (e.g., Amazon Connect, Genesys, Twilio, Avaya) and conversational AI technologies (e.g., Google DialogFlow, Amazon Lex, IBM Watson Assistant), and the ability to integrate them. You have a strong understanding of contact centre telephony infrastructure, routing, IVR systems, and omnichannel communication strategies. You have a solid understanding of cloud infrastructure (AWS, GCP, Azure) and experience designing and implementing solutions deployed within these environments. You are proficient in scripting / programming languages (e.g., Python, JavaScript, Java) for integration, prototyping, and demonstration purposes. You are passionate about leveraging AI to solve complex business problems and improve customer and agent experiences. What you can expect from us You'll get all the tools you need to hit the ground running including a new phone, laptop & swag. We believe in unique experiences for all. Our My Deal program allows you to tailor your yearly plan, with the support of your Leader, to decide on what's most important to you. That might be extra professional development, extra annual leave, time to work on your side hustle, or something else completely different One size does not fit all. A true investment in your AI-first career. We are a fully AI-enabled consultancy and provide you with the tools to lead. This includes access to the Mantel AI Gateway, our secure, centralised platform with multiple AI models, plus a dedicated monthly budget and a safe environment to experiment and innovate. You'll be genuinely supported by an organisation that cares about not only you but your family as well, Mantel offers Flexible Personal Leave options for those unplanned moments in life. We support a flexible hybrid approach to working which is guided by our principles; we trust each other to "make good choices" about the best workplace locations for the requirements of the project, role and client. This can change based on our client needs. We know you won't have one job for life. At Mantel, we believe in supporting our team to take their career in a direction that aligns with their passions. We have internal opportunities across Cloud, Data, Digital, Delivery & Security. Our elite partnerships are a direct result of our deep platform mastery. For you, this means you'll be working alongside teams with the highest levels of technical expertise and tackling the most complex, high-profile projects on the market. Check out our partner awards and recognitions here. Mantel is a certified Family Inclusive Workplace, which means we are committed to improving your wellbeing at work through leading practices on flexible work, parental leave, family care and family wellbeing. Click "Apply for this job" to be considered for this role and our Talent team will be in touch. We value a diverse workplace and strongly encourage people from all backgrounds and minority groups to apply. #J-18808-Ljbffr