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Seeking a Solution Architect with experience in large-scale contact centre transitions from on-premises to Contact Centre as a Service (CCaaS) or Platform as a Service (PaaS).
About The Team
The Digital Client Interactions (DCI) branch is leading the way to digitalise client and staff interactions, central to the Digital Strategy. Our ‘power of one’ approach unlocks our collective capability to deliver transformation. In DCI we work in collaboration with our business partners and external stakeholders to support the operation and future requirements of the contact centre applications and infrastructure. We ensure these critical systems and services are resilient, secure, and highly available for staff and the Australian community.
The Design, Architecture & Data Team are in the DCI branch are 13 teams members located across multiple sites (Newcastle, Brisbane, Adelaide, Sydney and Melbourne) and have a critical role in achieving the following key outcomes:
We require two architects to undertake the following:
• Deliver the end to end (E2E) IT Solution Design (PL210) and IT data components as prioritised by the business scope.
• Ensure the high-level solution design aligns to the nterprise architecture patterns, principles, and frameworks, as well as strategies.
• Guide and interpret the business requirements to ensure the E2E IT Solution aligns to the governance processes, methodologies, standards, products, and frameworks.
• Support development of Procurement Documentation & Statement of Requirements (SoR).
• Work with key stakeholders to define non-functional and functional requirements.
• Identifying and mitigating design, integration and technology issues, risks, and challenges throughout the project.
• Facilitate engagement with enabling areas (e.g. Cyber Security, Technology Assurance, Procurement) to validate design assumptions and resolve issues.
• Provide walk-throughs to support the EST Costings team as required so they can impact assess the changes.
• Provision of advice in line with WoG and technology direction which considers assumptions, risks, opportunities, and dependencies.
Our Ideal Candidate:
• Has experience in large-scale contact centre transitions from on-premises to Contact Centre as a Service (CCaaS) or Platform as a Service (PaaS).
• Expertise in Genesys Engage, Verint, Nuance Voice Biometrics – our key technologies in the existing or target landscape
• Have demonstrated experience in either a government agency and/or large organisations that have delivered large scale ICT project outcomes and specific experience in a contact centre transformation project.
• Understand ISM, iRAP, and compliance in contact centres
• SME input for solution shortlisting and evaluation
• Knowledge of Gen AI capabilities as well as recent experience with a contact centre transformational project.
• Provide input to delivery and architecture teams in documentation such as technical designs, security and audit logging plans, solution summaries and system architecture.
• Understands and translates complex business strategies and drivers into tactical and strategic initiatives across multiple areas of specialisation.
• Expertise with Integration (Identity, Access, Security, Logging, Monitoring) and Infrastructure integration (WAN, PSTN, SIP, gateways, cloud models)
• Technical representation of solutions collaborating with stakeholders, senior executives, SMEs, advisors and vendors.
• Support independent advisors who are drafting the Approach to Market (ATM) documentation with Subject Matter Experts (SME’s) as appropriate.
• Understands security frameworks such as the ISM, IRAP and how they apply to contact centre solutions.
• Can confidently use a range of communication channels, to communicate fluently and effectively, clearly explains complex concepts to individuals and groups, tailor communication to the audience without personal bias and use effective communication styles and sound arguments to influence others.
• Actively participate in knowledge/skills transfer activities with staff.
Contract: 12 Months with 2 x 12 months extension option
Security Required: Ability to obtain a Baseline Security Clearance required
Location - Canberra, Melbourne, Adelaide, Brisbane and Sydney based. -
How to Apply - Please upload your resume to apply. Candidates will need to be willing to undergo pre-employment screening checks which may include, ID and work rights, security clearance verification and any other client requested checks
Closing date: Wednesday 13 August 2025
Call Joanne Finchett on 0480 002454 or email Joanne@whizdom.com.au for any further information
Solution Architect
| Job title : | Solution Architect |
| Contract type : | Contract |
| Location : | Canberra |
| Sectors : | |
| Salary : | $150 - $170 per hour |
| Start date : | 2025-08-07 |
| Duration : | 12.0 MONTH |
| Job Reference : | V-54898 |
| Contact name : | Joanne Finchett |
| Contact email : | joanne@whizdom.com.au |
| Job published : | 1 day ago |
About The Team
The Digital Client Interactions (DCI) branch is leading the way to digitalise client and staff interactions, central to the Digital Strategy. Our ‘power of one’ approach unlocks our collective capability to deliver transformation. In DCI we work in collaboration with our business partners and external stakeholders to support the operation and future requirements of the contact centre applications and infrastructure. We ensure these critical systems and services are resilient, secure, and highly available for staff and the Australian community.
The Design, Architecture & Data Team are in the DCI branch are 13 teams members located across multiple sites (Newcastle, Brisbane, Adelaide, Sydney and Melbourne) and have a critical role in achieving the following key outcomes:
We require two architects to undertake the following:
• Deliver the end to end (E2E) IT Solution Design (PL210) and IT data components as prioritised by the business scope.
• Ensure the high-level solution design aligns to the nterprise architecture patterns, principles, and frameworks, as well as strategies.
• Guide and interpret the business requirements to ensure the E2E IT Solution aligns to the governance processes, methodologies, standards, products, and frameworks.
• Support development of Procurement Documentation & Statement of Requirements (SoR).
• Work with key stakeholders to define non-functional and functional requirements.
• Identifying and mitigating design, integration and technology issues, risks, and challenges throughout the project.
• Facilitate engagement with enabling areas (e.g. Cyber Security, Technology Assurance, Procurement) to validate design assumptions and resolve issues.
• Provide walk-throughs to support the EST Costings team as required so they can impact assess the changes.
• Provision of advice in line with WoG and technology direction which considers assumptions, risks, opportunities, and dependencies.
Our Ideal Candidate:
• Has experience in large-scale contact centre transitions from on-premises to Contact Centre as a Service (CCaaS) or Platform as a Service (PaaS).
• Expertise in Genesys Engage, Verint, Nuance Voice Biometrics – our key technologies in the existing or target landscape
• Have demonstrated experience in either a government agency and/or large organisations that have delivered large scale ICT project outcomes and specific experience in a contact centre transformation project.
• Understand ISM, iRAP, and compliance in contact centres
• SME input for solution shortlisting and evaluation
• Knowledge of Gen AI capabilities as well as recent experience with a contact centre transformational project.
• Provide input to delivery and architecture teams in documentation such as technical designs, security and audit logging plans, solution summaries and system architecture.
• Understands and translates complex business strategies and drivers into tactical and strategic initiatives across multiple areas of specialisation.
• Expertise with Integration (Identity, Access, Security, Logging, Monitoring) and Infrastructure integration (WAN, PSTN, SIP, gateways, cloud models)
• Technical representation of solutions collaborating with stakeholders, senior executives, SMEs, advisors and vendors.
• Support independent advisors who are drafting the Approach to Market (ATM) documentation with Subject Matter Experts (SME’s) as appropriate.
• Understands security frameworks such as the ISM, IRAP and how they apply to contact centre solutions.
• Can confidently use a range of communication channels, to communicate fluently and effectively, clearly explains complex concepts to individuals and groups, tailor communication to the audience without personal bias and use effective communication styles and sound arguments to influence others.
• Actively participate in knowledge/skills transfer activities with staff.
Contract: 12 Months with 2 x 12 months extension option
Security Required: Ability to obtain a Baseline Security Clearance required
Location - Canberra, Melbourne, Adelaide, Brisbane and Sydney based. -
How to Apply - Please upload your resume to apply. Candidates will need to be willing to undergo pre-employment screening checks which may include, ID and work rights, security clearance verification and any other client requested checks
Closing date: Wednesday 13 August 2025
Call Joanne Finchett on 0480 002454 or email Joanne@whizdom.com.au for any further information