Learning & Capability Architect — Flexible, Impactful L&D Leader

Green By Nature; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Parental leave

Health discount

Recognition program

Career development

Job summary

NCS Australia is seeking a highly skilled GCP AI Engineer to join our Intelligent Contact team in a hybrid role based in Sydney/Melbourne. You will advance AI capabilities, building autonomous, context-aware agents capable of enterprise-scale customer interactions.

You will lead architecture decisions, integrate enterprise APIs, and scale ML/LLM workflows within Vertex AI, mentoring junior engineers and driving production-ready AI solutions.

Qualifications

• Hands-on experience with Google Cloud Platform (GCP) is essential.
• Proficient in leveraging services such as GCP Vertex AI to build and scale models.
• Proven AI delivery in commercial/enterprise environments.
• Deep expertise in RAG architectures and/or Knowledge Graphs for AI reasoning.

Responsibilities

• Design, build, test, release and support defined AI service features and components.
• Engineer across software, data, AI services, integration and user experience as required.
• Create clear code, automated tests, documentation, runbooks and release evidence.
• Apply patterns for security, privacy, Responsible AI, observability and resilience.
• Contribute to design reviews, code reviews and incident learning.
• Raise risks, gaps and blockers early to ensure delivery quality.

Skills

AI architecture

GCP Vertex AI

RAG architectures

Knowledge graphs

MLOps

Senior engineering mindset

Tools

Vertex AI

Gemini models

APIs integration

Job description

What Learning Capability Architect Flexible Impactful L D Leader jobs in Sydney

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At NCS Australia, we believe in doing technology services better. Our commitment to quality, focus on people, and willingness to challenge traditional thinking set us apart. Our team brings this belief to life by partnering with our clients and communities to make tomorrow together.

We are committed to creating an environment that prioritises innovation, collaboration, and purposeful work. Our diverse team is empowered to make a meaningful impact with curiosity, creativity and resilience to shape better outcomes. Join us and accept the challenge of creating a better tomorrow.

Job Description

We are seeking a highly skilled GCP AI Engineer with experience to join a leading‑edge Intelligent Contact team. This is a critical hire focused on advancing our AI development capabilities and building the next generation of intelligent, automated customer interactions.

In this role, you will move beyond basic, scripted automation to develop high‑reasoning, context‑aware agents that provide seamless service at an enterprise scale. You won't just be building chatbots; you will be architecting autonomous AI systems capable of understanding intent, managing complex dialogue states, and retrieving real‑time information to solve customer problems proactively.

Qualifications

Key Responsibilities

• Autonomous Agent Architecture: Design, develop, and orchestrate high‑reasoning, context‑aware conversational agents utilizing Google Cloud’s advanced AI ecosystem (including Vertex AI and foundational Gemini models).
• Advanced RAG & Knowledge Retrieval: Blueprint and optimize production‑ready Retrieval‑Augmented Generation (RAG) architectures and integrate Knowledge Graphs to drive sophisticated, hallucination‑free AI reasoning.
• Complex Dialogue Management: Engineering fluid dialogue state systems capable of handling non‑linear, multi‑turn user journeys without falling back on rigid, scripted decision trees.
• Real‑Time Data Integration: Implement function calling and dynamic tool‑use pipelines, enabling AI systems to interact securely with enterprise APIs and retrieve real‑time data to solve customer inquiries proactively.
• Enterprise Scaling & MLOps: Productionize, monitor, and scale machine learning and LLM workflows within GCP Vertex AI, ensuring high availability, low latency, and robust guardrails.
• Technical Leadership: Guide critical architectural decisions, navigate complex enterprise integration challenges, and mentor junior or mid‑level team members within the conversational AI space.

Additional Information

To be successful in this role, you will bring a deep technical background in machine learning and a passion for production‑ready AI. We are looking for:

Cloud Expertise: Hands‑on experience with Google Cloud Platform (GCP) is essential. You should be proficient in leveraging services such as GCP Vertex AI to build and scale models.

Proven AI Delivery: Demonstrable experience in building and successfully deploying Intelligent Agents in a commercial or enterprise environment.

Technical Depth: Deep expertise in RAG architectures and/or the implementation of Knowledge Graphs to drive sophisticated AI reasoning.

Senior Engineering Mindset: Ability to guide architectural decisions, solve complex integration challenges, and mentor within the AI space.

NCS Australia is where you can feel at home, nurturing your talents and skills as we make tomorrow together, one day at a time. Our benefits include paid parental leave, initiatives focused on your well‑being and discounted health insurance. You will also enjoy discounts on various products and services and be regularly recognised and rewarded for high performance. We are committed to your career development through our Capability Fingerprint, industry and partner training programs, special interest groups, and an AI‑driven learning platform. No matter where you are in your career, we offer meaningful work and opportunities for growth.

NCS Australia is an equal‑opportunity employer, and we take pride in our commitment to valuing and supporting our people and the communities we serve. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Veterans, Aboriginal and/or Torres Strait Islander community.

At NCS Australia, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply.

Work rights and background checks: To be eligible for a position with us, applicants will need to have valid work rights for Australia and be willing to undergo a comprehensive background checking process, including probity and police checks.

• Sydney or Melbourne Based / Hybrid Working

Make an impact …

Join AI Services as a hands‑on Engineer delivering defined AI features and components from design through to production support.

You will work across software, data, AI, integration and operations, using approved AI tools to improve delivery while keeping human review, traceability and accountability at the centre of every outcome.

What will you do?

• Design, build, test, release and support defined AI service features and components.
• Engineer across software, data, AI, integration and user experience where the work requires it.
• Create clear code, automated tests, documentation, runbooks and release evidence.
• Apply established patterns for security, privacy, Responsible AI, observability, recovery and operational resilience.
• Contribute to design reviews, code reviews, incident learning and continuous improvement.
• Raise unclear requirements, control gaps, defects, blockers and delivery risks early.

What you will bring to the table …

• Hands‑on engineering experience across software, data, AI services, integration, testing and operations.
• Working knowledge of APIs, events, data flows, service boundaries, identity, state, audit and error handling.
• Working AI service capability across ML, LLMs, RAG, agents, evaluation, tool controls, monitoring and fallback.
• Experience with secure coding, automated testing, CI/CD, observability and production support.
• An understanding of traceability, evidence, privacy, human approval and control‑aware delivery.
• Clear communication, curiosity, collaboration and a willingness to learn from review and operational feedback.

Your scope & work with purpose …

You will own defined features and components with growing autonomy, supported by Senior and Lead AI Engineers as you broaden your technical judgement and delivery scope.

Additionally, you will help deliver practical AI outcomes while applying Westpac engineering, security, privacy, Responsible AI, risk and operational resilience requirements. Approved AI tools may support delivery, but people remain accountable for design, controls, review and production decisions.

Ready to build what matters?

NCS Australia is a well‑established company with clear values and a strong commitment to inclusivity and work‑life balance. We offer a competitive salary and meaningful equity, flexible working arrangements, remote options and supportive culture.

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians, and neurodiverse community.

We’re proud to have been named one of Australia’s Best Workplaces four times since 2021, including third place in 2025, and Best Workplace for Women in 2023.

Our technology stack includes Python, Python, C#, Java, and related frameworks with integration to AWS and GCP. The role offers opportunities to work alongside business stakeholders and improve cross‑functional collaboration.

We appreciate your application and will be in touch. All applicants will be considered for future roles.