Job 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.
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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.
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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.
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Responsibilities
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Design, develop, and implement solutions that enhance customer experience, engagement, and operational efficiency.
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Advise clients on CX transformation strategy and adoption roadmap, aligning technology with business outcomes.
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Translate business requirements into scalable, secure, and high-performance technical solutions.
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Articulate product features in voice, digital channels, CRM integrations, virtual agents and AI capabilities.
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Work with Vendors and internal sales teams on customer tenders, demonstrations and facilitating end user training.
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Ability to engage with client Senior Management / Department Leads as well as other Contact Centre Operations experts.
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Ability to document detailed requirements, user stories, presentations and as-builts for client and internal stakeholders.
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Ensure solutions meet security, compliance, and data privacy standards relevant to customer industries.
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The Successful Applicant Will Have:
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3–5+ years' experience in CX, Contact Centre, or digital transformation consulting.
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Experience working within a Call Centre setting from operations, customer experience or technical support.
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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
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Exposure with customer engagement analytics, speech/interaction analytics, and Workforce Optimisation tools.
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Collaboration Tools in MS Teams, Webex, Slack, Google Meets and Zoom
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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.
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Big importance in Vendor and Customer engagement.
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Key Attributes
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Passion for innovation, continuous improvement, and delivering exceptional customer outcomes.
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Self-motivated with a "Get it done" attitude, be eager to learn and improve.
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Commercial awareness and ability to connect CX improvements with business KPIs (e.g. NPS, CSAT, FCR, AHT)
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Solid problem-solving and analytical thinking abilities.
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Proven ability to deliver projects in a fast-paced, customer-facing environment.
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High level of accuracy and attention to detail and capable of meeting deadlines and working under pressure.
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Adaptable and eager to learn new technologies and platforms quickly.
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Collaborative team player who also thrives with autonomy and accountability.
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What We Offer
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Kytec values dedication, innovation, and creativity. We reward our team with:
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Opportunities to contribute to thought leadership, events, and innovation initiatives within the CX space.
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Competitive remuneration packages.
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Professional development and certification opportunities.
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A flexible working environment that supports work-life balance.
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The chance to work on cutting-edge CX projects with industry-leading clients.
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Hybrid/Remote working opportunities.
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About Kytec
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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.
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📌 Cx Solutions Consultant (Victoria)
🏢 Kytec
📍 Victoria