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

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

Location: Sydney, Australia

The next generation of contact center outsourcing across Australia and New Zealand is being defined by AI-augmented operations, omnichannel delivery models, and outcomes-based commercial structures, and Fusion CX is looking for the domain expert who can lead those conversations at the enterprise level. If you are a senior contact center solutions professional in Australia with deep CX transformation credentials, hands-on experience with leading CCaaS and WFM platforms, and an established network across enterprise retail and eCommerce, this role offers you the platform to influence large-scale outsourcing pursuits and shape Fusion CX’s positioning across the Australia and New Zealand market. For experienced BPO solution consultants and CX transformation leaders in Australia seeking a high-impact engagement where domain authority and commercial credibility open doors, this is where your expertise belongs.

Role Summary

Lead solutioning and business development for Contact Center services targeting enterprise retail and eCommerce organizations 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.

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 leading cloud contact center solutions, and AI overlay tools.

Responsibilities may evolve based on operational requirements for this senior contact center solutions position.

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.
• Demonstrated track record of influencing or closing large-scale outsourcing engagements (typically $5M+ ACV)
• Strong network across CX leaders, CCaaS vendors, and system integrators in Australia and New Zealand.

Why Join Fusion CX?

Contact center outsourcing across Australia and New Zealand is moving fast, and Fusion CX is building the solutioning capability to lead enterprise-scale CX transformation conversations from the front. In this role, you will work at the intersection of CX strategy, AI-augmented delivery, and commercial solutioning, partnering directly with sales leadership on some of the most complex and commercially significant pursuits in the market. For senior contact center professionals and CX transformation experts in Australia who want to bring their domain expertise to bear on genuinely large-scale outsourcing engagements with a globally credible BPO partner, Fusion CX offers the delivery infrastructure, the commercial backing, and the Australia and New Zealand market ambition to make it count. Apply now for this rewarding Senior Executive – Contact Center Solutions role and take the next step with Fusion CX.