Technical Solutions Consultant

About the Role

ShiftCare is looking for a Senior Technical Implementation & Solutions Specialist to become an expert in the complex functionalities of the ShiftCare platform. This role is pivotal in delivering successful outcomes for larger and more sophisticated customers. Covering multiple domains such as implementation, solution design, pre-sales support, and managing product-related customer needs, this position requires combining deep technical product knowledge, expertise in the NDIS sector, strong project management skills, and clear communication with both internal teams and senior customer stakeholders.

The role operates within the implementation/customer operations team and closely partners with Sales, Onboarding, Support, Customer Success, and Product departments. Its goal is to reduce implementation risks, enhance solution quality, and scale ShiftCare's capabilities to better serve complex providers.

Why This Role is Crucial

As ShiftCare expands its customer base to include larger providers with more demanding requirements spanning rostering, billing, claims, reporting, compliance, integrations, and operational workflows, there is a need for a dedicated senior technical expert. This specialist will:

• Comprehend intricate customer requirements before and during implementations.
• Evaluate how these needs can be satisfied through current functionality, system configuration, process design, or feature enhancements.
• Support complex implementations that exceed standard approaches.
• Contribute technical insights in select pre-sales engagements.
• Bridge gaps between sales promises and implementation realities.
• Convert customer needs into actionable, context-rich feedback for Product teams.
• Deepen internal expertise related to advanced ShiftCare workflows and NDIS provider operations.

Key Responsibilities

• Provide support for challenging implementation scenarios requiring advanced technical or operational knowledge.
• Analyze customer workflows, needs, risks, and success factors comprehensively.
• Advise on solution designs encompassing configuration, data, rostering, billing, claiming, compliance, reporting, and workflows.
• Assist implementation teams in resolving complex obstacles.
• Develop effective implementation strategies tailored to non-standard customer situations.
• Identify potential risks early and draft mitigation strategies.
• Develop deep technical expertise in ShiftCare's platform, understanding complex product behaviors, dependencies, configuration logic, and exceptions.
• Offer guidance to internal teams on configuring and utilizing the platform in complex use cases.
• Document detailed workflows, patterns, and known limitations.
• Train internal staff on advanced features and best practices for implementations.
• Maintain and expand knowledge of NDIS provider operations and the environment in which ShiftCare is used, including service delivery, rostering, billing, claiming, compliance, reporting, and administration.
• Translate sector-specific requirements into implementation guidelines.
• Help internal teams grasp the operational and commercial contexts behind client requirements.
• Support Sales during significant or complex opportunities by providing technical feasibility assessments and solution design input.
• Participate in discovery and solution discussions as needed.
• Assess if client needs can be met by current capabilities, configurations, workarounds, or require future product enhancements.
• Identify potential delivery risks prior to finalizing commitments.
• Ensure a smooth transition from Sales to Implementation teams.
• Collaborate with Product teams to clarify customer requirements, identify feature gaps, and highlight enhancement opportunities.
• Differentiate between product issues, configuration challenges, process problems, or training deficiencies.
• Explain the operational and commercial impacts of requested enhancements to Product teams.
• Develop playbooks, guides, and frameworks for complex implementations.
• Conduct training sessions for internal teams about advanced platform features and NDIS workflows.
• Minimize reliance on informal knowledge residing with individual employees and foster consistency in addressing complex customer needs.

Ideal Candidate Profile

The successful candidate is expected to be a senior-level specialist with experience in technical implementations or solution consulting within a SaaS environment. They should excel in problem-solving and possess a strong capacity to understand complex customer operations. The role demands comfort in engaging in cross-functional discussions involving commercial, technical, operational, and product aspects.

Ability to rapidly gain in-depth knowledge of ShiftCare's platform and comprehend the NDIS framework is essential in becoming a trusted internal resource for managing complex customer challenges.

Essential Qualifications

• Demonstrated experience in technical implementations, solutions consulting, system implementation, or related SaaS roles.
• Strong technical aptitude and a capability to quickly master complex software products.
• Skill in analyzing customer requirements and transforming them into actionable implementation or solution plans.
• Experience in project management or coordination.
• Excellent communication and stakeholder engagement skills.
• Able to work effectively with senior customer contacts and diverse internal teams.
• Strong analytical thinking and problem-solving abilities.
• Competent in bringing order to ambiguous and complex scenarios.
• Effective in documentation and delivering internal training programs.

Preferred Experience

• Background in disability services, aged care, healthcare, community care, or comparable sectors.
• Familiarity with NDIS and provider operational frameworks.
• Experience with rostering, billing, invoicing, claims, regulatory compliance, reporting, payroll, or integrating systems.
• Prior involvement in enterprise or large-scale customer implementations.
• Experience in technical discovery and pre-sales solution design.
• Proven collaboration with Product teams regarding customer needs and enhancement planning.

Performance Indicators

• Higher consistency and quality in complex customer implementations.
• Lower risks during delivery of large or non-standard customer projects.
• Enhanced alignment amongst customer demands, sales promises, implementation plans, and product capability.
• Expanded collective expertise of advanced ShiftCare functionalities.
• Clearer and more contextualized product feedback incorporating operational and financial perspectives.
• Greater internal proficiency concerning NDIS provider workflows and practices.