Hybrid Technical Support Engineer For Ai Platform

Fin. The Highest Performing Customer Agent; Sydney; Sur place; AUD 120 000 - 160 000; Plein temps

Avantages offerts par ce poste

Onsite at Sydney Olympic Park

Hybrid-work option

Parking provided

Employee discounts

Résumé du poste

4WD Supacentre is seeking an AI Software Engineer to design, build and deploy AI-driven solutions that transform how customers engage with us and what platforms staff use. This is a hands-on role in a fast-moving team reporting to the CIO.

You will evaluate AI platforms, integrate them with our systems, and contribute to the AI transformation roadmap as we replatform to Shopify and develop a bespoke AI-first POS and voice agents.

Qualifications

• 3+ years experience in AI products and solutions (non- negotiable).
• End-to-end delivery of AI chat or voice solutions in a commercial setting.
• 5+ years in retailer/ecommerce environment in Australia.
• 5+ years in a technology engineering or AI/ML role.

Responsabilités

• Design and implement AI-powered solutions for the 4WD Supacentre.
• Work closely with internal team on system integrations for AI.
• Evaluate and recommend AI platforms for retail/ecommerce.
• Integrate AI with existing business systems.
• Document designs, architectures, runbooks.
• Stay current with generative AI and LLMs.
• Support QA and testing of automated flows before go-live.
• Contribute to the AI transformation roadmap.

Connaissances

AI solution design

Chatbot/voice AI

CRM integration

NLP/NLU concepts

LLM knowledge

APIs integration

Documentation skills

Stakeholder communication

Formation

Bachelor's degree in Computer Science

Outils

Salesforce Einstein Bots

Amazon Lex

Nuance

Eleven Labs

Genesys AI

LivePerson

Cognigy

Kore.ai

Description du poste

Leading the day-to-day advancement of AI transformation at a fast-paced and leading adventure retailer.

Are you driven by innovation and thrive on building scalable, high-impact conversational AI solutions? At 4WD Supacentre, we don't just keep up with change - we drive it.

As an AI Software Engineer at 4WD Supacentre, you'll take ownership of designing, building and deploying AI-driven solutions that transform the way our customers engage with us and what platforms our staff use. This is a hands-on, technical role working within a fast-moving team that values delivery and innovation in equal measure. Reporting to the Chief Information Officer.

You'll evaluate, recommend and implement the right solutions, integrating them seamlessly into our existing technology landscape.

This is a rare opportunity to shape AI capability from the ground up inside a growing Australian retail business. Our current projects include replatforming to Shopify, further advancing a bespoke AI-first POS system for our retail stores, and building of AI voice agents for our call centre.

Role Responsibilities

• Design and implement AI-powered solutions for the 4WD Supacentre
• Work closing with our internal team on system integrations that can be leveraged by the AI systems to automate and enrich requests and experiences with our customers
• Evaluate and recommend AI platforms and tooling suited to a retail and ecommerce environment
• Integrate AI solutions with existing business systems
• 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 automated flows prior to go-live
• Contribute to the broader AI transformation roadmap across the business

About you

You are a technically sharp and commercially aware AI software engineer who gets genuine satisfaction from seeing well-built solutions for customers and staff. You have implemented AI solutions in a large multi-store retailer in Australia. You are deeply skilled at AI implementations, and have done it multiple times successfully at scale. You are a great team player, with this burning feeling inside to achieve more, to not settle for average. You are someone who never says, 'it cannot be done', but rather leave no stone unturned to overcome difficulties.

You’ll Bring

• Proven hands-on experience designing and deploying AI solutions - chatbots, virtual agents or AI voice
• Deep knowledge of AI platforms such as Salesforce Einstein Bots, Amazon Lex, Nuance, Eleven Labs, Genesys AI, LivePerson, Cognigy, Kore.ai or similar
• Experience integrating AI chat and voice solutions with CRM platforms, particularly Salesforce Service Cloud
• Strong understanding of NLP/NLU concepts including intent classification, entity extraction and dialogue management
• Experience with AI voice solutions and telephony platforms such as Eleven Labs
• Proficiency with APIs and integration patterns (REST, webhooks) to connect AI platforms with back-end systems
• Familiarity with large language models (LLMs) and generative AI
• Experience defining and tracking AI KPIs and iterating on performance
• Strong documentation skills - able to produce clear technical and functional specifications
• Excellent communication skills with the ability to work across technical and non-technical stakeholders

Required Skills and Qualifications

• 3+ years experience working in AI products and solutions (non- negotiable)
• Demonstrated end-to-end delivery of AI chat or voice conversational solutions in a commercial environment
• 5+ years working in a retailer / ecommerce environment in Australia
• 5+ years in a 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 ecommerce business in Australia
• Strong proficiency with cloud platforms - AWS, Google Cloud or Azure
• Bachelor’s degree in Computer Science, Information Technology or a related field
• Strong proficiency in Agile, Scrum or hybrid delivery methodologies
• Bachelor’s degree in Computer Science or Information Technology

Beneficial Skills and Qualifications (but not essential)

• Hands-on experience with Salesforce Service Cloud
• Experience with integration platforms such as Workato
• Experience working in a business with their own distribution centres / warehouses
• Experience with SAP, Salesforce, UKG, Magento, Shopify
• Agile or Scrum Master certification
• Experience working with third-party vendors and managing external delivery partners

What’s in it for you?

• Competitive remuneration package
• Exclusive employee discounts on the Adventure Kings product range
• Onsite (Sydney Olympic Park) with a mix of hybrid-work available
• Parking provided
• Be part of a dynamic, rapidly evolving, fast-growing company

Location: Sydney Olympic Park Office, NSW.

Please note: Only applicants with full, unrestricted Australian working rights will be considered for this role. We are not offering visa sponsorship at this time. Recruitment agencies and third-party inquiries will not be accepted.