Company Description

CentrePal is a proudly Australian company, headquartered in Melbourne, and a Microsoft-certified ISV scaling AI-powered customer engagement through a Microsoft-native platform. We deliver Teams-native CCaaS, Voice AI and CX Automation built entirely within the Microsoft Teams and Azure AI ecosystem, and we're the only Microsoft-certified Contact Centre vendor headquartered in the Southern Hemisphere.

Our flagship product is the world's first certified Teams-native Contact Centre, built on the most advanced Unify integration model globally. Rather than bolting AI onto a traditional CCaaS stack or stitching together fragmented point solutions, CentrePal brings data, AI and communications together on a single Microsoft platform - extending Teams into an enterprise-grade customer engagement platform that's quick to adopt, fast to realise value, and free of the siloed systems, extra agent tools and operational complexity that come with legacy approaches.

Trusted by organisations across public sector, financial services, healthcare, education, transport and logistics, mining and commercial sectors, CentrePal helps customers modernise customer engagement, operationalise AI, reduce cost-to-serve and improve service outcomes at scale.

Role Description

We're seeking an experienced Principal Solutions Consultant to lead customer experience and contact centre transformation engagements at CentrePal. This is a senior, multi-faceted role spanning both new business sales and existing customer relationships. On sales opportunities, you'll work closely with Account Executives to lead solution scoping, demonstrations and RFx responses (RFPs, RFIs and RFTs), positioning CentrePal's Microsoft-native AI customer engagement platform against traditional or fragmented alternatives.

Once a customer is onboard, you'll act as a trusted advisor through delivery, onboarding and ongoing value realisation, and play a lead role in establishing and continuously improving CentrePal's Customer Success, Value Realisation and Customer Transformation practice. You'll build a clear roadmap for each customer that drives long-term adoption and success, and represent CentrePal as a thought leader through executive presentations, industry events and C-suite roundtables.

Key Responsibilities





- Leading customer discovery workshops and providing strategic, business and technical consulting on customer engagement, contact centre, CX and AI solutions.
- Supporting sales opportunities through demonstrations, business case development, proof of concept activities and RFx responses, partnering closely with Account Executives.
- Acting as a trusted advisor to customers, helping them achieve measurable business outcomes, adopt and expand their investment, and reduce cost-to-serve.
- Delivering customer success reviews, executive business reviews and strategic roadmap discussions.
- Delivering professional services engagements, including solution design, configuration, implementation, onboarding and advisory workshops, to agreed scope, timelines and quality standards.
- Establishing and continuously improving CentrePal’s Customer Success, Value Realisation and Customer Transformation practice, including frameworks, playbooks and repeatable tools.
- Representing CentrePal as a thought leader at industry events, conferences and C-suite roundtables, and maintaining deep expertise in CentrePal’s solutions, Microsoft technologies and AI capabilities.

Ideal Candidate

- Bachelor's degree in IT, Business or a related field, or equivalent professional experience.
- 8+ years' experience in a Solutions Consultant, Customer Success, Sales Engineer or Technical Consultant role, spanning both presales and post-sales delivery of contact centre or customer experience solutions.
- Proven experience responding to RFx (RFPs, RFIs and RFTs) and developing business cases to support complex sales opportunities, working alongside Account Executives.
- Hands-on experience delivering contact centre or CX implementation projects, including solution design, configuration and customer onboarding.
- Strong knowledge of the CX ecosystem, including Compliance Recording,



Conversational Analytics, CRM integrations, and Workforce Engagement Management (WEM).
- Working knowledge of AI-powered and agent-based customer engagement solutions, including virtual agents, conversational AI and automation within the Microsoft ecosystem.
- Proven experience building, scaling or leading a Customer Success, Value Realisation or Customer Transformation practice, including frameworks, playbooks, customer health models and value measurement approaches.
- Excellent communication skills, with the ability to translate technical concepts into clear business value for senior and C-suite stakeholders.
- Solid stakeholder management and presentation skills, with confidence acting as a thought leader at executive roundtables, industry events, conferences and webinars.
- A consultative, outcome-driven approach with the ability to guide customers through AI-led CX transformation initiatives, from new sales through to ongoing adoption and value realisation.
- Willingness to undertake regular interstate travel and occasional international travel for customer engagements, partner collaboration, and industry events.

We value Passion, Integrity, and Excellence, and we're looking for someone who truly lives these values - someone who believes we're better together, wants to grow with us, and is motivated by making a real, visible impact.

Questions or confidential conversation: [email protected] To apply: Click Apply Now and attach your CV

Recruitment agency applications will not be considered.

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IMPORTANT: By submitting your application for this job opportunity, you consent to CentrePal Pty Ltd retaining your CV, profile, and any other information collected during the recruitment process for a period of six months. This information may be stored and used by CentrePal Pty Ltd for consideration in other potential job opportunities that may arise within the organisation during this time. Your personal data will be treated confidentially and in accordance with applicable data protection laws.

If you wish to withdraw your consent or request the deletion of your data, please contact us at [email protected].

📌 Principal Solutions Consultant (CCaaS, CX Transformation & AI Solutions) (Melbourne)
🏢 CentrePal
📍 Melbourne