Operational Architect - Contact Centre

**This role can be based in either our Sydney, Canberra, or Melbourne offices.**

 
 
Your day to day will consist of  

• Develop and review detailed technical designs, bills of materials, and proposals. 

• Provide high-level technical advice and maintain architectural integrity for customer solutions. 

• Design complex business solutions integrating voice, video, and data communications. 

• Act as a trusted advisor, delivering strategic technical direction and mentoring teams. 

• Support operational teams with Level 3 troubleshooting and problem resolution. 

• Engage in pre-sales activities, including technical presentations and solution recommendations. 
    

 
What makes you perfect for the role?  

• Minimum 7 years’ technical experience in Contact Centre and managed solutions environments. 

• Proven ability to design and deliver complex technical solutions for large corporate networks. 

• Expertise in CXone Contact Centre technology and diverse technical solutions. 

• Strong analytical, communication, and client presentation skills. 

• Ability to mentor staff and provide architectural leadership to operational teams. 

• Tertiary qualifications in IT or Engineering; ITIL certification desirable. 

• Self-motivated, detail-oriented, and able to work autonomously under pressure. 

• Experience in project coordination and maintaining quality design methodologies. 
  
  
   

The good stuff…. | What’s in it for you?  

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.  

• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.  

• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.  

• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.  

• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.  

• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.  

• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).  

• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.  

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.  

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity