ShiftCare is seeking a Senior Technical Implementation & Solutions Specialist to become a deep expert in the most complex areas of the ShiftCare platform and support the business in delivering successful outcomes for larger and more complex customers. This role will work across implementation, solution design, pre-sales support, and product-related customer requirements.

It is designed for someone who can combine technical product depth, NDIS sector knowledge, strong project discipline, and the ability to communicate clearly with both internal teams and senior customer stakeholders. The role sits within the implementation / customer operations function and works closely with Sales, Onboarding, Support, Customer Success, and Product. Its primary purpose is to reduce implementation risk, improve solution quality, and strengthen ShiftCare's internal capability as we continue to serve more complex providers.

Why this role matters

As ShiftCare grows, we are working with larger providers whose requirements are more complex across rostering, billing, claiming, reporting, compliance, integrations, and operational workflows. To support this growth, ShiftCare needs a dedicated senior technical specialist who can:

• Understand complex customer requirements before and during implementation.

• Assess whether requirements can be met through existing functionality, configuration, process design, or product enhancement.

• Support large implementations where standard approaches are not sufficient.

• Provide technical input during selected pre-sales opportunities.

• Help prevent gaps between sales commitments and implementation reality.

• Translate customer needs into clear, well-contextualised input for Product.

• Build internal knowledge of complex ShiftCare workflows and NDIS provider operations.

This role is a strategic investment in scaling ShiftCare's capability to win and implement larger customers with greater confidence and consistency.

Key responsibilities

• Complex implementation support

• Support large or complex customer implementations where deeper technical or operational expertise is required.
• Analyse customer workflows, requirements, risks, and success criteria.
• Advise on solution design across configuration, data, rostering, billing, claiming, reporting, compliance, and operational workflows.
• Help implementation teams resolve complex blockers.
• Create practical implementation approaches for non-standard customer scenarios.
• Identify risks early and recommend clear mitigation plans.

Technical product expertise

• Become one of ShiftCare's deepest internal experts on advanced platform functionality.

• Understand complex product behaviour, configuration logic, dependencies, and edge cases.

• Provide expert guidance to internal teams on how ShiftCare can be configured and used in complex scenarios.

• Document complex workflows, implementation patterns, and known constraints.

• Train internal teams on advanced functionality and best-practice implementation approaches.

NDIS and provider operations expertise

• Develop and maintain strong knowledge of NDIS provider operations and the practical environment in which customers use ShiftCare.

• Understand key workflows such as service delivery, rostering, claiming, billing, compliance, reporting, and provider administration.

• Translate NDIS and sector-specific requirements into clear implementation guidance.

• Help internal teams understand the operational and commercial context behind customer requirements.

Pre-sales and solution support

• Support Sales on selected large or complex opportunities where technical feasibility or solution design input is required.

• Participate in discovery or solution discussions where appropriate.

• Assess whether customer requirements are supportable using existing product capability, configuration, workaround, or future enhancement.

• Identify delivery risks before commitments are finalised.

• Support clear handover from Sales into implementation.

Product enhancement input

• Work with Product to provide clear context on customer requirements, feature gaps, and enhancement opportunities.

• Help distinguish between product gaps, configuration issues, process issues, and training needs.

• Explain the operational and commercial impact of requested enhancements.

• Support Product with customer use-case clarity, while remaining outside the Product function and not owning roadmap decisions.

Internal enablement

• Create playbooks, guides, and frameworks for complex implementation scenarios.

• Train internal teams on advanced ShiftCare functionality and NDIS-related workflows.

• Reduce dependency on informal knowledge held by individuals.

• Improve consistency in how complex customer requirements are assessed and delivered.

Requirements

Ideal candidate profile

The ideal candidate is a senior technical implementation or solutions professional with strong SaaS experience, excellent problem-solving skills, and the ability to understand complex customer operations. They will be comfortable working across commercial, technical, operational, and product-facing conversations. They will be able to learn ShiftCare in depth, understand the NDIS context, and become a trusted internal authority on how complex customer requirements should be handled.

Required skills and experience

• Experience in technical implementation, solutions consulting, implementation consulting, systems implementation, or a similar SaaS role.

• Strong technical aptitude and ability to learn complex software products in depth.

• Ability to analyse customer requirements and translate them into practical implementation or solution plans.

• Strong project management or project coordination capability.

• Excellent communication and stakeholder management skills.

• Ability to work with senior customer stakeholders and cross-functional internal teams.

• Strong analytical and problem-solving skills.

• Ability to manage ambiguity and bring structure to complex situations.

• Strong documentation and internal training capability.

Highly desirable

• Experience in disability, aged care, health care, community care, or related sectors.

• Understanding of the NDIS and provider operations.

• Experience with rostering, billing, invoicing, claiming, reporting, payroll, compliance, or integrations.

• Experience supporting large or enterprise customer implementations.

• Experience in pre-sales solution design or technical discovery.

• Experience working with Product teams on customer requirements or enhancement requests.

Success measures

Success in this role would be demonstrated by:

• Improved quality and consistency of complex customer implementations.

• Reduced delivery risk on large or non-standard customer opportunities.

• Better alignment between customer requirements, sales commitments, implementation plans, and product capability.

• Stronger internal understanding of advanced ShiftCare functionality.

• Clearer product feedback with better operational and commercial context.

• Improved internal capability around NDIS provider workflows.