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Solution Lead – Cognitive Customer Engagement

IBM Qatar - Sydney, NSW

Any Industry
Source: uWorkin


Solution Lead – Cognitive Customer Engagement

At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.

Your Role and Responsibilities
Solution Lead – Cognitive Customer Engagement

  • Join a global company and make a real impact
  • Be part of a fast – growing AI & Advanced Analytics Practice.
  • Permanent opportunity in our Sydney or Melbourne office

IBM is the largest technology and consulting employer in the world, serving clients in 170 countries. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Artificial Intelligence, Security, Mobile, and the Internet of Things.

We are changing how we create. How we collaborate. How we analyse. How we engage. IBM is a leader in this global transformation so there is no better place to further your career.

IBM Services is a team of business, strategy and technology consultants. With global reach, outcome-focused methodologies and deep industry expertise, IBM Services empowers clients to digitally reinvent their business and get the competitive edge.

The Artificial Intelligence practice works with biggest corporate enterprises, clients and governments across many industries around the world. We advise, consult, design, deliver and support our technology solutions as our clients adopt AI, in all its many forms.

Ready to change the way the world works?

IBM Watson uses Cognitive Computing to tackle some of humanity’s most challenging problems – like revolutionising how doctors research cancer, or how architects design the physical world or transforming how businesses engage with their customers.

We have an exciting opportunity for a Solution Lead – Cognitive Customer Engagement to join our fast-growing AI & Advanced Analytics Practice.

What will I be doing?

  • Being the technical Subject Matter Expert in IBM Watson cognitive solutions (Watson Assistant, Watson Explorer, Watson Discovery, Watson Knowledge Studio and related Cloud API services (NLU, STT, TSS, NLC)) including business process integration patterns.
  • Consulting and advising clients during the definition of a business problem and associated business case to design the User Journeys, Use Cases, MVP definition and solution roadmap.
  • Consulting with clients on human-centred design techniques (language, cognition, communication mediums and methods) and implementing same through artificial intelligence techniques.
  • Responsible for providing the scope and effort estimates for Watson solution components, including advising on cloud services architecture.
  • Work effectively individually and with team members toward customer satisfaction and success.
  • Delivering solutions on time, on budget, to the contracted scope and quality.

What skills will I need?

To ensure success in the role you will possess the following skills:

  • At least 4 years practical and client-facing experience in at least two areas out of: human language, cognition, conversational linguistics, mathematics, computer programming, solving complex problems using applied machine learning, artificial intelligence.
  • Creating detailed epics, user stories/journeys, use cases and acceptance criteria.
  • Identifying, developing, and supporting business process change.
  • Technical expertise and practical experience, having delivered at least 2 production Virtual Assistant driven solutions (preferably IBM Watson, but industry equivalent technologies considered)
  • At least 2 years’ experience in Design Thinking techniques, including leading DT client workshops.

We also value these preferred skills:

  • At least 3 years’ experience in Financial Services, Telecommunications or the Contact Centre industry.
  • At least 3 years’ experience in natural language processing.

What experience will I need?

In addition to the functional and technical skills employed, the successful candidate is required to perform activities of leadership, supervision of others, be following our administrative policies and standards; plus have a behaviour of give-back through the support to others.


  • Within sales opportunities, consult to bid teams on technical solution design, sprint/iteration scoping and estimating, team design and reviewing/assuring the technical validity of proposals.
  • Within delivery projects, guide the client on implementation decisions based on best practice, experience from previous implementations and the IBM methods resources.
  • Works with multiple teams potentially across multiple projects. Support and mentor the client Product Owner on technical solution value and risk.
  • Coaches teams (and the wider organisation) in contemporary software integration standards, principles, behaviours, practices and frameworks.

Supervision and Management

  • Lead teams (e.g. sprint planning meeting/backlog scrubbing, Daily Scrum stand-up, sprint review meetings, Showcases and retrospectives).
  • Regularly pairs with individual team members to coach on Agile technical practices (e.g. Software Test Driven Development, unit testing, and code refactoring).
  • Consistently and actively contributes to project meetings (e.g. Agile ceremonies, playbacks and showcases)


  • Adhere to IBM delivery method standards, policies and the direction of the project leadership
  • Self-administer an effective regime of Continuous Professional Development (see below)


  • Expect interstate and international travel, including sustained periods of Fly-in/Fly-out (FIFO) engagements within Australia, estimated to be up to 70% of the year.
  • Be required to submit for Defence security clearance (baseline) and potentially at NV or PV level.


  • Runs training (and Train-the-Trainer) sessions as needed
  • Improves the overall technical maturity of individuals, project teams and the organisation
  • Helps to manage and mitigate project risks

Continuous professional development

As the successful candidate you will sustain a behaviour of continuous professional development in a field related to the focus of the business and a defined career plan. This will include, in the first year, complete the mandatory training and education as prescribed by the practice leader and ongoing, then subsequently maintain a minimum of 40 hours per year of relevant continuous professional development (CPD) in the fields of:

  • Currency of IBM product availability and shipping functionality;
  • Curation and contribution to the global body of knowledge (IBM assets, technical IP, code and integration accelerators, Methods and standards);
  • Industry expertise in the target sectors for IBM Services; including but not limited to Financial Services (IB, RB, Insurance), Public Sector (Federal and State), Communications and Distribution (Manufacturing through Retail); and
  • Technology innovation trends, emerging technologies and standards.

IBM is a company built on Values and Trust. As such, every IBM team member is expected to adhere to the principles and policies of the Business Conduct Guidelines.

Ready to join us?

To be part of a diverse and global team of thinkers and leaders – people who want to make an impact, share their expertise and collaborate with some of the world’s top business and technology professionals.

Sign Me Up!
If you tick these boxes and are ready to start your next challenge with a career at IBM – click “Apply” today. To find out more, head to www.ibm.com.au/careers

Required Technical and Professional Expertise
See Above

Preferred Technical and Professional Expertise
See Above

Australian Resident

  • Country/Region: AU
  • State: MULTIPLE
  • City: Multiple Cities
  • Category: Consultant
  • Required Education: Bachelor's Degree
  • Position Type: Professional
  • Employment Type: Full-Time
  • Contract Type: Regular
  • Company: (0008) IBM Australia Limited
  • Travel Required: Up to 50% or 3 days a week (home on weekends – based on project requirements)