Conversational Ai Technical Specialist

Study Sunshine Coast; Sunshine Coast Regional; On-site; AUD 110,000 - 170,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

Paid parental leave

Learning & development

Job summary

Auto & General is seeking a Conversational AI Technical Specialist to design, develop, integrate and maintain scalable AI solutions across Genesys Cloud and other platforms.

You will translate designs into robust AI models, train and fine-tune systems, and collaborate with IT and Data teams to ensure seamless data integration and flow. Strong AI/ML/NLP experience and hands-on deployment of Conversational AI are essential.

Qualifications

• Proven experience in a software development or technical specialist role with focus on AI/ML/NLP.
• Demonstrated experience in developing and deploying Conversational AI solutions (chatbots/voicebots).
• Experience with enterprise contact centre platforms, particularly Genesys Cloud, is highly advantageous.

Responsibilities

• Design, develop, and implement Customer/Third Party Conversational AI models.
• Integrate AI solutions with Genesys Cloud, CRM, Datalakes, knowledge bases and other systems via APIs.
• Contribute to the technical architecture ensuring scalability, performance, security and maintainability.
• Train and fine-tune AI models; monitor performance, detect drift, and plan retraining.
• Diagnose and resolve issues; identify opportunities for optimisation and efficiency improvements.

Skills

AI/ML/NLP

APIs

Genesys Cloud

Tools

Dialogflow

Vertex AI

GCP

Job description

The Conversational Al Technical Specialist is responsible for the design, development, integration, and maintenance of robust and scalable Conversational Al solutions.

This role translates conversational designs into technical reality, building the Al models and systems that power Agentic Al capabilities within Auto & General's Genesys Cloud environment and other platforms.

What you'll be doing

• Design, develop, and implement Customer/Third Party Conversational Al models.
• Integrate Conversational Al solutions with A&G's Genesys Cloud platform, CRM, Datalakes, knowledge bases, and other internal systems via APIs.
• Contribute to the technical architecture of Customer / Third Party Conversational Al solutions, ensuring they are scalable, performant, secure, and maintainable.
• Work with relevant internal roles to prepare, train, and fine-tune Al models. Monitor model performance, identify drift, and implement retraining strategies.
• Diagnose and resolve technical issues within the Conversational Al systems. Proactively identify opportunities for technical optimisation and efficiency improvements.
• Collaborate closely with Conversational Al Designers to understand user requirements and translate them into technical specifications. Work with other IT and Data teams to ensure seamless integration and data flow.
• Adhere to best practices in software development, Al model development, security, and data privacy.
• Identify and report potential risks or inadequate controls related to compliance operational risks
• Champion a culture of risk and compliance across the division
• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training
• Additional tasks as reasonably required.

About the Employer

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

About the Candidate

• Proven experience in a software development or technical specialist role, with significant focus on Al, Machine Learning, or Natural Language Processing.
• Demonstrated experience in developing and deploying Conversational Al solutions (e.g., chatbots, voicebots, intelligent virtual assistants).
• Experience with enterprise contact centre platforms, particularly Genesys Cloud, is highly advantageous.

Technical Skills

• Experience with cloud platforms, especially Google Cloud Platform (GCP) and its Al services (e.g., Dialogflow, Vertex Al).
• Proficiency in API design and integrations).
• Understanding of database technologies and data warehousing concepts.

Problem Solving

• Strong analytical and problem-solving skills, with an ability to debug complex technical issues.
• Ability to work independently and as part of a cross-functional team.

The benefits of working at A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we've got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Access to A&G's employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

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