Senior Conversational AI Engineer: Chat & Voice

Mercor; Sydney; In loco; AUD 140.000 - 210.000; Tempo pieno

Vantaggi offerti da questo lavoro

Exclusive employee discounts

Parking

Office in Sydney Olympic Park

Descrizione del lavoro

4WD Supacentre is seeking an AI Engineer – Conversational to design, build and deploy AI-powered chat and voice solutions for our Sydney retail ecosystem. You’ll lead end-to-end implementation across ecommerce chat and contact centre voice, integrating with Salesforce CRM and other systems.

You will collaborate with multiple teams, tailor AI tooling to a retail environment, and stay at the forefront of generative AI advances. This is a hands-on, high-impact role at our Sydney Olympic Park Office.

Competenze

• Proven hands-on experience designing and deploying conversational AI solutions — chatbots, virtual agents or AI voice.
• Deep knowledge of one or more conversational AI platforms (Salesforce Einstein Bots, Amazon Lex, Nuance, Eleven Labs, Genesys AI, LivePerson, Cognigy, Kore.ai).
• 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 Genesys Cloud, Amazon Connect, Twilio, Eleven Labs.
• Proficiency with APIs and integration patterns (REST, webhooks).
• Familiarity with large language models (LLMs) and generative AI.
• Experience defining and tracking conversational AI KPIs and iterating on performance.
• Strong documentation skills.
• Excellent communication skills across technical and non-technical stakeholders.

Mansioni

• 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 internal teams on system integrations that can be leveraged by the conversational AI systems to automate and enrich requests and experiences.
• Evaluate and recommend conversational AI platforms and tooling for a retail and ecommerce 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 KPIs 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 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.

Conoscenze

Conversational AI design

Conversational platforms

CRM integration

NLP/NLU concepts

Voice/telephony platforms

APIs & integration

LLMs / Generative AI

KPIs

Documentation

Communication

Formazione

Bachelor’s degree in Computer Science/IT

Strumenti

Salesforce Service Cloud

Workato

Magento

Shopify

SAP

Descrizione del lavoro

4WD Supacentre is seeking an AI Engineer – Conversational to design, build and deploy AI-powered chat and voice solutions for our Sydney retail ecosystem. You’ll lead end-to-end implementation across ecommerce chat and contact centre voice, integrating with Salesforce CRM and other systems.

You will collaborate with multiple teams, tailor AI tooling to a retail environment, and stay at the forefront of generative AI advances. This is a hands-on, high-impact role at our Sydney Olympic Park Office.