At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
Bridge Platform Capabilities with Real Business ValueAre you a CCaaS specialist, Solution Architect, or Customer Success Engineer looking to move beyond basic platform configuration into strategic digital transformation?
Probe CX is expanding its onshore digital capabilities to support a growing portfolio of enterprise and government clients.
About the RoleAs a Digital Experience Architect within our Digital team, you will serve as the strategic and technical backbone for our client-facing transformation initiatives. Sitting onshore in Australia (Melbourne, Sydney, or Gold Coast), you will bridge the gap between complex technical setups—specifically across Genesys Cloud, Amazon Connect, and our proprietary AI platform (Convai Oration)—and actual client business outcomes.
What You’ll Be DoingPresales & Discovery: Partnering early in the client lifecycle to translate feature requests into outcome-focused solution designs that improve agent efficiency, reduce operational costs, or elevate customer experience.
Architectural Oversight & Governance: Working alongside platform delivery teams to ensure solutions are built to deliver clear business value within established architectural standards.
R&D & Innovation: Evaluating emerging AI capabilities, speech analytics, and agent assistance tools, and building Proofs of Concept (PoCs) to expand our digital service offering.
Customer Success: Conducting maturity assessments and ongoing optimization reviews for existing enterprise and government accounts.
CCaaS Expertise: 3+ years of experience in CCaaS or CRM platforms, with strong hands-on knowledge of Genesys Cloud (preferred) or platforms like Amazon Connect and NICE CX1.
Consultative & Business Mindset: A naturally curious problem-solver who can take clear meeting notes, converse confidently with business stakeholders, and articulate why technology choices drive business value.
Governance & Autonomy: Ability to work independently without micromanagement while operating comfortably within defined governance frameworks.
Work Rights: Valid Australian work rights required due to onshore government and regulated client requirements (Australian Citizenship is highly preferred).
At Probe CX, we combine deep operational expertise with next-generation digital tools. Expect an autonomous, collaborative environment where you can actively shape our AI and digital transformation roadmap.
About Probe CX
Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.
How to Apply?
Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.
Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds.
We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self!
Skills Required
- 3+ years of experience with CCaaS or CRM platforms
- Hands-on knowledge of Genesys Cloud, or comparable experience with Amazon Connect or NICE CXone
- Ability to translate technology choices and solution designs into measurable business value
- Ability to communicate confidently with business stakeholders and document meeting outcomes
- Ability to work independently within established governance frameworks
- Valid Australian work rights
- Australian citizenship
What We Do
At Probe CX, we help our clients become modern digital organisations. With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations. In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable. Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
