Job Description

Hybrid Cloud Enterprise Architect – Contact Centre Transformation

Location: Melbourne, Victoria, Australia
Work Arrangement: Hybrid
Employment Type: Regular
Position Type: Professional
Area of Work: Infrastructure & Technology

Introduction

IBM Australia is seeking a Hybrid Cloud Enterprise Architect with broad experience across enterprise cloud strategy, architecture, and modernisation, combined with a specialised capability in contact centre transformation.

This is not a contact-centre-only role — it is a senior architectural position designed for a versatile technologist who can lead large-scale hybrid cloud, AI-enabled modernisation, applications transformation, and digital platform programs across Australia's most significant public and private sector organisations.

Your deep experience in cloud architecture will be complemented by your capability to lead Contact Centre Modernisation using platforms such as Genesys Cloud CX, Amazon Connect, NICE CXone and others.

Your Role and Responsibilities

Hybrid Cloud & Enterprise Architecture Leadership

• Shape enterprise hybrid and multi-cloud architectures using IBM Cloud, AWS, Azure, Google Cloud, and Red Hat OpenShift.
• Define target-state architectures, migration roadmaps, and integration strategies across complex application landscapes.
• Lead cloud-native transformation, API modernisation, containerisation, and decoupling of legacy monolithic environments.
• Provide architectural governance across digital modernisation, application refactoring, data modernisation, and AI adoption.

Specialisation – Contact Centre Modernisation

• Bring expertise in modern CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Twilio Flex etc.
• Design modern customer engagement ecosystems integrating voice, digital, AI, analytics, and WFO/WFM.
• Develop migration strategies from legacy platforms (Avaya, Cisco, Genesys Engage) into cloud-native environments.
• Provide specialised architectural and solutioning guidance in telephony modernisation, IVR transformation, conversational AI, and intelligent routing.

Cross-Industry Advisory & Delivery Support

• Engage with CxO and senior business stakeholders across Public Sector, Financial Services, Telecommunications, Utilities, and Healthcare.
• Lead architecture discovery, strategy, design thinking workshops, security reviews, and business case development.
• Support delivery programs with architecture oversight and multi-vendor governance.

Required Skills & Experience

Core Hybrid Cloud Architecture

• 15+ years of experience in enterprise architecture or technical leadership across cloud and digital transformation.
• Expertise in multi-cloud architecture design, security, networking, integration, and compliance.
• Hands-on understanding of:
  • Containers, Kubernetes, OpenShift
  • API & integration patterns
  • Cloud networking, identity, sovereignty, and governance
  • Modern application design patterns

Contact Centre Modernisation (Specialisation)

• Demonstrated experience designing, modernising, or migrating enterprise contact centres.
• Knowledge of CCaaS platforms such as:
  • Genesys Cloud CX (highly desirable)
  • Amazon Connect
  • NICE CXone
  • Cisco Webex CC
  • Twilio Flex
• Familiarity with SIP, SBCs, IVR modernisation, speech analytics, and digital channel integration.

Consulting & Leadership

• Strong stakeholder management with the ability to engage executives and technical teams.
• Experience working on large transformation programs with multi-vendor delivery ecosystems.
• Strategic thinking combined with ability to drive practical outcomes.

Other Requirements

• Australian citizen and eligible to go through security clearance.
• Willing to travel mostly interstate as/when required.

Why Join IBM?

• Global thought leaders in hybrid cloud, AI, and enterprise transformation.
• Cutting-edge training and certifications across major cloud and CCaaS platforms.
• Opportunities to work on nationally significant projects across Public Sector and enterprise.
• A diverse, inclusive, and innovative consulting culture.
• Flexible hybrid working arrangements.