Senior Executive – Contact Center Solutions – Fusion CX, Melbourne, Australia

Engagement Type: Full-time | Fractional / Advisory | Solution Consultant (pursuit basis)

Location: Melbourne, Australia

Melbourne is home to some of Australia’s most sophisticated enterprise retail and eCommerce operations, and the contact center outsourcing decisions being made here are increasingly complex, transformation-led, and commercially significant. Fusion CX is hiring a Senior Executive – Contact Center Solutions in Melbourne to lead solutioning and business development for large-scale CX outsourcing engagements across Australia and New Zealand. If you are a senior contact center solutions professional based in Melbourne with deep domain expertise in CX transformation, AI-augmented operations, and a strong network across enterprise retail and eCommerce CX leadership, this role offers the platform, the delivery credibility, and the commercial backing to influence pursuits that matter.

Role Summary

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 as a Senior Executive – Contact Center Solutions in Melbourne, Australia.

Key Responsibilities

• 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 in this senior contact center solutions role. 

Qualifications & Experience

• 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.

Why Join Fusion CX?

Melbourne’s enterprise CX market is one of the most commercially active in Australia and New Zealand, and Fusion CX is positioned to compete at the highest level within it. In this role, you will partner with sales leadership on complex, multi-stakeholder pursuits, bring genuine domain credibility to the table, and help define how Fusion CX delivers AI-augmented, omnichannel contact center solutions to Australia’s largest retail and eCommerce enterprises. For senior contact center solutions professionals and CX transformation leaders in Melbourne who want to apply their expertise to genuinely significant outsourcing engagements with a globally backed delivery partner, this is the opportunity. Apply now and take the next step with Fusion CX as a Senior Executive in Contact Center Solutions in Melbourne, Australia.