NSW Department of Customer Service – Sydney CBD NSW

- Full-Time (35hpw) Temporary to September 2027
- Salary Range $167,165 - $201,105pa + super
- Location flexible across Haymarket, Parramatta or Gosford with hybrid working (1-2 office days a week)

At Service NSW, we're passionate about delivering digital products and services that make a real difference to the people of NSW.

Our team is collaborative, supportive, and driven by innovation. We work together to solve complex challenges, improve customer experiences, and deliver modern digital services at scale. We value open communication, shared ownership, and creating an environment where people are empowered to do their best work.

You'll join a high-performing team that partners across business and technology functions to deliver meaningful outcomes for customers and communities.

The opportunity

We are looking for an experienced Principal Solutions Architect to provide strategic and technical leadership across our key digital and customer technology platforms.

In this senior role, you will lead the design of integrated, end-to-end solutions that enable seamless customer experience across our assisted service and digital channels that are secure, scalable, and reliable. You'll work closely with executives, product and engineering teams, agency partners, and vendors to ensure technology solutions align with business goals and customer needs.

This role offers the opportunity to influence major technology decisions, drive architectural best practice, and support the ongoing evolution of Service NSW's digital platforms in a complex and fast-paced environment.

How you'll make an impact





- Provide strategic and technical leadership across core customer digital platforms.
- Design and guide end-to-end solution architecture that supports business and customer outcomes.
- Ensure solutions are secure, scalable, reliable, and aligned to enterprise standards.
- Partner with senior stakeholders, product teams, delivery leads, and vendors to deliver quality technology outcomes.
- Lead architectural decision-making across complex inter-agency programs and initiatives.
- Drive architecture best practice, continuous improvement, and platform maturity.
- Manage architectural dependencies and alignment across multiple teams, projects, and agencies.
- Mentor and support architects and technical teams, helping to uplift capability and foster a culture of excellence.

What you'll bring

You are a senior technology leader with deep solution architecture expertise and a proven ability to deliver outcomes in large, complex digital environments. You can balance strategic thinking with practical delivery and build strong relationships across technical and business teams.

You will bring:

- Robust technical knowledge designing custom engineered platform solutions and architecture across cloud, integration and microservices.
- Sound judgement and the ability to make effective architectural decisions and trade-offs.




- Experience delivering large-scale customer-facing omnichannel solutions across digital, contact centre, service centre, retail, kiosk, or similar environments.
- Excellent communication and stakeholder engagement skills, including the ability to explain complex technical concepts in plain English.
- A customer-focused approach and commitment to continuous improvement.
- Experience architecting modern web, integration, and API-led solutions using technologies like TypeScript, React, Kotlin, Node.js, and Apigee.
- Proven experience delivering scalable, cloud-native and CRM-enabled solutions across platforms including AWS and Salesforce, with a strong focus on secure, reliable, and customer‑centric service delivery.
- The ability to work effectively in a hybrid environment.

To be considered for roles in the NSW public sector, applicants must:

- Be NSW residents or in the process of relocating to NSW
- Hold appropriate working rights for the type of employment offered - Fixed Term roles require valid work rights for the full duration of the role

Our recruitment process

Our recruitment and assessment process is merit based. For this recruitment we will be conducting a minimum of three interview and assessment stages that form a comparative process. This will include:

- Work Task
- Psychometric Assessment
- Reference checks

Support office roles will be headquartered across McKell and Parramatta. We will consider role headquarters outside of the above locations where the role can reasonably be performed from that location taking into consideration the operational, financial and customer requirements of the role, and an ability to attend a NSW Gover

📌 Principal Solution Architect (Sydney)
🏢 NSW Department of Customer Service
📍 Sydney