Position Description

Kytec is seeking a highly skilled, enthusiastic and passionate CX Solutions Consultant to join our Customer Experience (CX) & Contact Centre Practice. This role involves consulting, facilitation, design, development and implementation of innovative customer solutions — from small to large enterprise deployments.

You’ll work with tier-1 Contact Centre applications in Amazon Connect, Salesforce, Genesys, Webex and Zoom, exploring the how and discovering the need for customers across the APAC region.

To be considered for this role, please ensure your application outlines any experience in Workforce Management (WFM), Quality Assurance (QA), and Contact Centre Operations leadership or specialist roles.

Responsibilities

- Design, develop, and implement solutions that enhance customer experience, engagement, and operational efficiency.
- Advise clients on CX transformation strategy and adoption roadmap, aligning technology with business outcomes.
- Translate business requirements into scalable, secure, and high-performance technical solutions.
- Articulate product features in voice, digital channels, CRM integrations, virtual agents and AI capabilities.
- Work with Vendors and internal sales teams on customer tenders, demonstrations and facilitating end user training.
- Ability to engage with client Senior Management / Department Leads as well as other Contact Centre Operations experts.
- Ability to document detailed requirements, user stories, presentations and as-builts for client and internal stakeholders.
- Ensure solutions meet security, compliance, and data privacy standards relevant to customer industries.

The Successful Applicant Will Have:

- 3–5 years’ experience in CX, Contact Centre, or digital transformation consulting.
- Experience working within a Call Centre environment from operations, customer experience or technical support.
- Practical understanding of Cloud Contact Centre platforms (Amazon Connect, Genesys Cloud CX, Cisco Webex Contact Centre, Zoom Contact Centre)



and On-Prem solutions in PCCE/UCCE/UCCX
- Exposure with customer engagement analytics, speech/interaction analytics, and Workforce Optimisation tools.
- Collaboration Tools in MS Teams, Webex, Slack, Google Meets and Zoom
- Excellent written and verbal communication skills. Client engagement is primary requirement of the role so ability to both communicate and listen to our client group is critical.
- Big importance in Vendor and Customer engagement.

Key Attributes

- Passion for innovation, continuous improvement, and delivering exceptional customer outcomes.
- Self-motivated with a “Get it done” attitude, be eager to learn and improve.
- Commercial awareness and ability to connect CX improvements with business KPIs (e.g. NPS, CSAT, FCR, AHT)
- Strong problem-solving and analytical thinking abilities.
- Proven ability to deliver projects in a fast-paced, customer-facing environment.
- High level of accuracy and attention to detail and capable of meeting deadlines and working under pressure.
- Adaptable and eager to learn new technologies and platforms quickly.
- Team-oriented team player who also thrives with autonomy and accountability.

What We Offer

Kytec values dedication, innovation, and creativity. We reward our team with:

- Opportunities to contribute to thought leadership, events, and innovation initiatives within the CX space.
- Competitive remuneration packages.
- Professional development and certification opportunities.
- A flexible working environment that supports work-life balance.
- The chance to work on cutting-edge CX projects with industry-leading clients.
- Hybrid/Remote working opportunities.

About Kytec

Kytec is a highly regarded digital transformation consultancy. Our organisation is built on a core practice model, ensuring deep expertise in each technology we deliver. We are known for innovation, creative thinking, and technical excellence, with a strong focus on measurable customer outcomes. Our Australian-based team includes architects, engineers, consultants, and developers, offering 24x7 support and end-to-end solutions.

📌 CX Solutions Consultant (Melbourne)
🏢 Kytec
📍 Melbourne