Conversational AI Designer — Hybrid, Learning & Perks

TPG Telecom; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

Stay Connected Mobile

Stay Connected NBN

Your Leave

TPG Learning Hub access

Corporate Partner Discounts

Job summary

TPG Telecom in Sydney, Australia seeks a Digital Conversational AI Specialist to design and implement advanced chat/voice experiences, guiding customers toward digitally assisted channels. You will drive data-driven decisions for self-service journeys and oversee improvements across channels.

Ideal candidates have 3+ years in digital customer service, 2+ years in conversational AI platforms, and strong JavaScript/Python skills, with a customer-centric mindset and UX copywriting ability.

Qualifications

• 3+ years in digital assisted customer service delivery.
• 2+ years in conversational AI platforms (DialogFlow, Cognigy, Lex or equivalent).
• 2+ years in contact centre platforms (Genesys Cloud, LivePerson or equivalent).
• Technical skills in JavaScript or Python.
• Experience in Conversational AI development (chatbot, voice bot, conversations).
• Knowledge of NLP and linguistics.
• Strong UX design and copywriting abilities.
• Customer-centric mindset with strong listening skills.
• Ability to personalise customer journeys with technical implementations.
• Experience analyzing large data sets to identify opportunities.
• Ability to analyze conversation journeys and propose improvements.

Responsibilities

• Design engaging and user-centric conversational experiences for chat and voice bots.
• Build and maintain chat and voice bots using low-code platforms.
• Fine-tune NLU models and perform QA testing to ensure optimal performance.
• Analyze datasets (chat logs, transcripts) to identify improvement opportunities.
• Lead backlog creation and prioritisation for customer journeys.
• Collaborate with stakeholders to deliver digitally assisted channels.
• Stay updated on trends like generative AI and apply where applicable.

Skills

Conversational AI

UX design

Copywriting

Data analysis

Tools

DialogFlow

Genesys

Cognigy

Amazon Lex

JavaScript

Python

Job description

TPG Telecom in Sydney, Australia seeks a Digital Conversational AI Specialist to design and implement advanced chat/voice experiences, guiding customers toward digitally assisted channels. You will drive data-driven decisions for self-service journeys and oversee improvements across channels.

Ideal candidates have 3+ years in digital customer service, 2+ years in conversational AI platforms, and strong JavaScript/Python skills, with a customer-centric mindset and UX copywriting ability.