Engagement Type: Full-time | Fractional / Advisory | Solution Consultant (pursuit basis)
Location: Brisbane, Australia
Brisbane’s enterprise retail and eCommerce sector is accelerating its investment in contact center transformation, and Fusion CX is looking for the right domain expert to lead those conversations on the ground. We are hiring a Senior Executive – Contact Center Solutions in Brisbane to drive solutioning and business development for large-scale CX outsourcing engagements across Australia and New Zealand. If you are a senior CX transformation professional based in Brisbane with hands-on experience in omnichannel delivery, AI-augmented operations, and a track record of influencing enterprise outsourcing decisions, this role positions you at the center of a significant market opportunity with a globally credible delivery partner.
Lead solutioning and business development for Contact Center services targeting enterprise retail and eCommerce organisations across Australia and New Zealand. Bring deep domain expertise in CX transformation, AI-augmented operations, and omnichannel delivery models to drive large-scale outsourcing engagements.
- Architect CX solutions for enterprise retail and eCommerce clients, including omnichannel and AI-assisted service models.
- Partner with sales leadership on complex pursuits requiring domain credibility and solutioning depth.
- Lead discovery, diagnostics, and transformation roadmap conversations with client CX leadership.
- Support Fusion CX’s thought leadership and market positioning in the Australia and New Zealand contact center space.
- Stay current on WFM, CCaaS platforms including Genesys, Five9, and NICE, and AI overlay tools.
Responsibilities may evolve based on operational requirements for the senior contact center solutions role.
- 10+ years in contact center operations, transformation, or BPO outsourcing.
- Hands-on experience with WFM, QA, and CSAT frameworks in retail and e-commerce contexts.
- Track record of influencing or closing engagements of $5M+ ACV.
- Strong network across CX leaders, CCaaS vendors, and system integrators in Australia and New Zealand.
Fusion CX brings deep contact center delivery capability, hands-on CCaaS and WFM expertise, and serious Australia and New Zealand market intent to every enterprise pursuit, and Brisbane-based CX professionals will be instrumental in executing that strategy. You will work alongside sales leadership on complex solutioning challenges, lead transformation roadmap conversations with client CX leaders, and help position Fusion CX as the credible, outcome-focused partner of choice in the Queensland enterprise market. For senior contact center and CX transformation professionals in Brisbane ready to translate domain authority into commercial outcomes, this is a strong and well-timed opportunity. Apply now for this rewarding senior-level contact center solutions hiring and take the next step with Fusion CX.
