Conversational AI Engineer: Chat & Voice (Hybrid, Sydney)

Xpt Software; Sydney; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Competitive remuneration

Employee discounts on Adventure Kings

Sydney Olympic Park Office – 5 days a‑

Parking provided

Dynamic, fast-growing company

Job summary

4WD Supacentre is seeking an AI Engineer – Conversational to design, build and deploy AI‑driven chat and voice solutions that transform how customers interact with us. This is a hands‑on, technical role in a fast‑moving team, reporting to the Technology & Project Director.

You’ll lead end‑to‑end implementation of chat and voice capabilities, integrate with Salesforce CRM, evaluate platforms, and apply NLP/LLM techniques to deliver scalable, high‑impact customer experiences from our Sydney office.

Qualifications

• 3+ years in conversational AI products in a commercial context.
• End-to-end delivery of AI chat/voice solutions.
• 5+ years in retailer/e-commerce in Australia.
• 5+ years in technology engineering or AI/ML role.
• Experience with contact centre platforms such as Amazon Connect, Salesforce Voice or Twilio.
• Experience working in a retail or e‑commerce business in Australia.
• Strong proficiency with cloud platforms — AWS, Google Cloud or Azure.
• Bachelor’s degree in Computer Science or Information Technology.
• Strong proficiency in Agile, Scrum or hybrid delivery methodologies.
• Bachelor’s degree in CS or IT.

Responsibilities

• Design and implement AI-powered chat solutions for the 4WD Supacentre website, delivering intelligent, personalised customer interactions
• Architect and deploy AI voice solutions within the contact centre environment, reducing handling time and improving customer experience
• Work closely with our internal team on system integrations that can be leveraged by the conversational AI systems to automate and enrich requests and experiences with our customers
• Evaluate and recommend conversational AI platforms and tooling suited to a retail and e‑commerce environment
• Integrate conversational AI solutions with Salesforce CRM and other existing business systems
• Build, train and continuously improve NLP models, intents, entities and conversation flows
• Define and monitor key performance metrics for chat and voice AI solutions (containment rate, CSAT, deflection, resolution)
• Collaborate with contact centre, digital and ecommerce teams to align AI capabilities with business needs
• Manage third‑party vendor relationships for conversational AI platforms and voice providers
• Document technical designs, integration architectures and operational runbooks
• Stay current with advancements in generative AI and large language models (LLMs) and apply them where appropriate
• Support QA and testing of conversation flows prior to go‑live
• Contribute to the broader AI transformation roadmap across the business

Skills

Conversational AI

End-to-end delivery

Retail/E-commerce AU

AI/ML engineering

Cloud platforms

CRM integrations

Agile/Scrum

CS/IT degree

Communication

Documentation

Education

Bachelor’s degree in Computer Science or Information Technology

Tools

Salesforce Service Cloud

Salesforce Einstein Bots

Amazon Lex

Genesys AI

Twilio

Workato

SAP

Magento

Shopify

Job description

4WD Supacentre is seeking an AI Engineer – Conversational to design, build and deploy AI‑driven chat and voice solutions that transform how customers interact with us. This is a hands‑on, technical role in a fast‑moving team, reporting to the Technology & Project Director.

You’ll lead end‑to‑end implementation of chat and voice capabilities, integrate with Salesforce CRM, evaluate platforms, and apply NLP/LLM techniques to deliver scalable, high‑impact customer experiences from our Sydney office.