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Hybrid Cloud Enterprise Architect - Contact Centre Transformation

IBM

IBM

IT
Melbourne, VIC, Australia
Posted on Feb 21, 2026
Introduction

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Your role and responsibilities
Hybrid Cloud Enterprise Architect – Contact Centre Transformation

Shape the Future of Australia’s Digital and Cloud Transformation

IBM Australia is seeking a Hybrid Cloud Enterprise Architect with broad experience across enterprise cloud strategy, architecture, and modernisation, combined with a specialised capability in contact centre transformation.

This is not a contact-centre-only role — it is a senior architectural position designed for a versatile technologist who can lead large-scale hybrid cloud, AI-enabled modernisation, applications transformation, and digital platform programs across Australia’s most significant public and private sector organisations.

Your deep experience in cloud architecture will be complemented by your capability to lead Contact Centre Modernisation using platforms such as Genesys Cloud CX, Amazon Connect, NICE CXone and others.

This is an opportunity to join IBM Consulting’s strategic architecture leadership team and influence technology transformation programs that impact millions of users nationwide.

About the Role

As a Hybrid Cloud Enterprise Architect, you will lead end‑to‑end architecture for large digital and cloud initiatives while advising clients on modernising mission‑critical platforms, including customer and citizen engagement systems.

You will:

Hybrid Cloud & Enterprise Architecture Leadership

  • Shape enterprise hybrid and multi-cloud architectures using IBM Cloud, AWS, Azure, Google Cloud, and Red Hat OpenShift.
  • Define target-state architectures, migration roadmaps, and integration strategies across complex application landscapes.
  • Lead cloud‑native transformation, API modernisation, containerisation, and decoupling of legacy monolithic environments.
  • Provide architectural governance across digital modernisation, application refactoring, data modernisation, and AI adoption.

Specialisation – Contact Centre Modernisation

  • Bring expertise in modern CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Twilio Flex etc.
  • Design modern customer engagement ecosystems integrating voice, digital, AI, analytics, and WFO/WFM.
  • Develop migration strategies from legacy platforms (Avaya, Cisco, Genesys Engage) into cloud-native environments.
  • Provide specialised architectural and solutioning guidance in telephony modernisation, IVR transformation, conversational AI, and intelligent routing.

Cross-Industry Advisory & Delivery Support

  • Engage with CxO and senior business stakeholders across Public Sector, Financial Services, Telecommunications, Utilities, and Healthcare.
  • Lead architecture discovery, strategy, design thinking workshops, security reviews, and business case development.
  • Support delivery programs with architecture oversight and multi-vendor governance.

Required Skills & Experience

Core Hybrid Cloud Architecture

  • 15+ years of experience in enterprise architecture or technical leadership across cloud and digital transformation.
  • Expertise in multi-cloud architecture design, security, networking, integration, and compliance.
  • Hands-on understanding of:
    • Containers, Kubernetes, OpenShift
    • API & integration patterns
    • Cloud networking, identity, sovereignty, and governance
    • Modern application design patterns

Contact Centre Modernisation (Specialisation)

  • Demonstrated experience designing, modernising, or migrating enterprise contact centres.
  • Knowledge of CCaaS platforms such as:
    • Genesys Cloud CX (highly desirable)
    • Amazon Connect
    • NICE CXone
    • Cisco Webex CC
    • Twilio Flex
  • Familiarity with SIP, SBCs, IVR modernisation, speech analytics, and digital channel integration.

Consulting & Leadership

  • Strong stakeholder management with the ability to engage executives and technical teams.
  • Experience working on large transformation programs with multi‑vendor delivery ecosystems.
  • Strategic thinking combined with ability to drive practical outcomes.
Other Requirements:
  • Australian citizen and eligible to go through security clearance.
  • Willing to travel mostly interstate as/when required.

Why Join IBM?

At IBM, you will help build the next generation of digital, cloud AI capabilities for Australia. You will have access to:

  • Global thought leaders in hybrid cloud, AI, and enterprise transformation.
  • Cutting-edge training and certifications across major cloud and CCaaS platforms.
  • Opportunities to work on nationally significant projects across Public Sector and enterprise.
  • A diverse, inclusive, and innovative consulting culture.
  • Flexible hybrid working arrangements.

Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise

About the Role

As a Hybrid Cloud Enterprise Architect, you will lead end‑to‑end architecture for large digital and cloud initiatives while advising clients on modernising mission‑critical platforms, including customer and citizen engagement systems.

You will:

Hybrid Cloud & Enterprise Architecture Leadership

  • Shape enterprise hybrid and multi-cloud architectures using IBM Cloud, AWS, Azure, Google Cloud, and Red Hat OpenShift.
  • Define target-state architectures, migration roadmaps, and integration strategies across complex application landscapes.
  • Lead cloud‑native transformation, API modernisation, containerisation, and decoupling of legacy monolithic environments.
  • Provide architectural governance across digital modernisation, application refactoring, data modernisation, and AI adoption.

Specialisation – Contact Centre Modernisation

  • Bring expertise in modern CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Twilio Flex etc.
  • Design modern customer engagement ecosystems integrating voice, digital, AI, analytics, and WFO/WFM.
  • Develop migration strategies from legacy platforms (Avaya, Cisco, Genesys Engage) into cloud-native environments.
  • Provide specialised architectural and solutioning guidance in telephony modernisation, IVR transformation, conversational AI, and intelligent routing.

Cross-Industry Advisory & Delivery Support

  • Engage with CxO and senior business stakeholders across Public Sector, Financial Services, Telecommunications, Utilities, and Healthcare.
  • Lead architecture discovery, strategy, design thinking workshops, security reviews, and business case development.
  • Support delivery programs with architecture oversight and multi-vendor governance.

Required Skills & Experience

Core Hybrid Cloud Architecture

  • 15+ years of experience in enterprise architecture or technical leadership across cloud and digital transformation.
  • Expertise in multi-cloud architecture design, security, networking, integration, and compliance.
  • Hands-on understanding of:
    • Containers, Kubernetes, OpenShift
    • API & integration patterns
    • Cloud networking, identity, sovereignty, and governance
    • Modern application design patterns

Contact Centre Modernisation (Specialisation)

  • Demonstrated experience designing, modernising, or migrating enterprise contact centres.
  • Knowledge of CCaaS platforms such as:
    • Genesys Cloud CX (highly desirable)
    • Amazon Connect
    • NICE CXone
    • Cisco Webex CC
    • Twilio Flex
  • Familiarity with SIP, SBCs, IVR modernisation, speech analytics, and digital channel integration.

Consulting & Leadership

  • Strong stakeholder management with the ability to engage executives and technical teams.
  • Experience working on large transformation programs with multi‑vendor delivery ecosystems.
  • Strategic thinking combined with ability to drive practical outcomes.
Other Requirements:
  • Australian citizen and eligible to go through security clearance.
  • Willing to travel mostly interstate as/when required.

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

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