Senior Executive – Contact Center Solutions | Fusion CX, Adelaide, Australia

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

Location: Adelaide, Australia

Adelaide’s enterprise retail and eCommerce organisations are increasingly engaged in contact center transformation conversations, and Fusion CX is building the solutioning capability to lead those discussions at the highest level. We are hiring a Senior Executive – Contact Center Solutions in Adelaide to drive business development and CX solutioning for large-scale outsourcing engagements across Australia and New Zealand. If you are a senior CX domain expert based in Adelaide with hands-on experience in omnichannel delivery, AI-augmented operations, and established relationships across enterprise retail and eCommerce CX leadership, this Senior BPO role in Adelaide gives you the platform and the organisational backing to do your most commercially significant work.

Role Summary

This Senior BPO role in Adelaide offers to 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.

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 for this Senior BPO role in Adelaide.

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?

At Fusion CX, contact center solutioning professionals operate at the intersection of domain expertise, commercial strategy, and delivery credibility, and in Adelaide, that combination creates a genuine and underserved market opportunity. You will lead transformation conversations with enterprise CX leadership, shape Fusion CX’s positioning across the South Australian enterprise market, and partner with sales on complex pursuits backed by a globally capable delivery organisation. For senior CX professionals in Adelaide who want their domain authority to drive real commercial outcomes with a globally backed BPO partner, this Senior BPO role in Adelaide is a compelling opportunity. Apply now and take the next step with Fusion CX.