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Operational Architect

Date: 21-Aug-2019

Location: Sydney CBD, Australia

Company: Singtel

Join a company dedicated to your career development and where you can simply be yourself at work!

So, Why Optus?

We see ourselves leading Australia in outstanding customer experience. In striving to achieve this, five core values guide us. These are: customer service, our challenger spirit, teamwork, integrity and personal excellence.

We've put a lot of investment be/hind innovation and would love to work with people who provide ideas that differentiate, disrupt and deliver amazing services for our customers.


About the role:

The Operational Architect is responsible for developing & reviewing detailed customer technical designs, bills of materials and Client proposals, both in response to ongoing operational in-contract needs and in major project Change Request scenarios.

In this role you  will be responsible for developing innovative technical solutions to address customer business requirements, taking responsibility for coordinating all of the inputs to the architectural design and supporting the design through its life cycle.

You will be part of a huge digital transformation aimed at improving the way the client delivers content to their customers through technical innovation.

This role will sit in a team that focuses on the delivery of a range of solutions that support the Contact Centre operations. The team essentially provide both the architecture and engineering for solutions including voice platforms, voice micro services, connected-channel solutions (e.g. chat, video, messaging), integration services and desktop applications.




  • You will essentially be designing and delivering a range of solutions for their customer contact channels including telephony, webchat, video and supporting services. Exposure to a Voice Micro services-based model is required. Any certifications (e.g. TOGAF) would also be desirable.
  • Your role will involve liaising with Software Engineers on a regular basis, so an understanding of core OO principles and development methodologies (e.g. DevOps, Agile, Scrum ) is hugely important.
  • Your role will be extremely stakeholder-facing and you will be expected to engage with both technical and commercially-minded stakeholders, with a focus on both managing and influencing expectations throughout the development and run lifecycles. You should therefore be a strong and confident communicator with a proven track record working on stakeholder-heavy projects.
  • The role will involve a large element of leadership so basic management skills would be useful. You will be expected to act as a conduit between various stakeholders and will be leading projects to some degree, so any experience in a leadership capacity would be beneficial.


Experience required:

  • This is a senior role, requiring a minimum of 5-7 years technical experience, with at least 3 years pre-sales/Embedded Architect experience (at senior IT / executive level).
  • Experience in developing detailed customer technical designs, bills of materials and Client proposals, both in response to ongoing operational in-contract needs and in major project Change Request scenarios.
  • Experience in providing a high level of technical advice and expertise to support, identify and maintain architectural integrity of a deployed customer ICT managed services environment
  • Experience in a Managed Solutions environment (including maintaining large Contact Centre solutions) - you must be seen as an industry technical/architectural expert in this area.
  • Experience in providing support or leadership (from an architectural perspective) to operational support teams for problem resolution and troubleshooting activities
  • Expertise in managing diverse technical solutions
  • Detailed understanding of one or more of the following technology areas:
    • Mbility (Mobile Iron, Office 365)
    • Vice Micro Services (Avaya Breeze & Oceana, Google Assistant, Amazon Alexa, Salesforce, O365)
    • Data Netwrks (Juniper and/or Cisco, routing & switching)
    • Security (Juniper and/r Cisco)
    • Server and Strage technologies
    • (Netapp, VMWare, HP, Cisc UCS, Microsoft)
  • Sound working knowledge of the market, third parties and experience in an outsourcing environment
  • Strong analytical skills, communication and presentation skills
  • Ability to question current processes and status quo and devise improvements


Employee Benefits

Working at Optus will provide you with a range of benefits that will enrich your personal and professional life. With features such as a range on on-site Health and Wellbeing specialists, financial advisers, company discounts and child care services, we ensure that we provide you with a safe and productive work environment.


Head on over to to find out more about what it's like working with Optus.


Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.


Heads Up!Due to the fast paced nature of our business, vacancy close dates may change, so make sure you apply today!


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