Conversational AI Specialist

Your opportunity:

To support Customer Care in developing and implementing advanced solutions to optimise and guide customers toward digitally assisted channels. This will be done through data driven decisions to create customer centric self-service journeys in voice and messaging channels, channelling contacts through our virtual agent (IVR and chat) for quicker and easier self-service. The role will be key to operationally driving an increased digital adoption and self-service while maximising the customer experience.

You'll make impact by:

• Adhere to TPG Telecom Ltd policies and procedures as introduced and varied from time to time.
• Design engaging and user centric conversational experiences for chat and voice bots across multiple channels, led by an understanding of both business requirements and customer needs to offer exceptional user experiences.
• Apply conversational UX best practices to enhance usability, clarity and natural language interactions.
• Build, configure, and maintain chat and voice bots using low-code platforms such as Google DialogFlow, Genesys, or similar.
• Work on finetuning our NLU model through regular phrase tuning to help improve intent recognition.
• Perform regular quality assurance testing e.g., k-fold and cognition blind testing to ensure conversational AI models are performing optimally and identify gaps and opportunities for improvement.
• Use analytical skills to identify gaps and improvement opportunities from datasets i.e., chat logs, transcripts etc and apply creative problem solving to develop solutions to problems.
• Support and lead the creation, prioritisation, and implementation of a backlog of improvements to customer journeys.
• Stay up-to-date with the latest trends and technologies in the conversational AI space such as generative AI and implement them where applicable.
• Work collaboratively across TPG Telecom and outsource partners to drive digital optimisation solutions.
• Manage relationships with business stakeholders to facilitate the delivery of an optimised digitally assisted environment.
• Support the Leadership team with information and assistance relating to the optimisation of Digital assisted channels as required.
  

What you’ll bring:

• Three years plus experience working in a digital assisted customer service delivery environment, ideally within a high-volume consumer environment.
• Two years plus experience in conversational AI platforms, such as Google DialogFlow, Cognigy, Amazon Lex or equivalent bot framework.
• Two years plus experience in contact centre platforms, such as Genesys Cloud, LivePerson or equivalent.
• Technical knowledge or experience in JavaScript, Python or equivalent development skills.
• Experience in Conversational AI development – chatbot, voice bot and conversation design.
• Knowledge of linguistic and natural language processing (NLP).
• Strong user experience designer and copy writing skills.
• Customer centric approach: Listens to and hears customer’s needs.
• Ability to apply technical implementations to create personalised and advanced customer journeys.
• Experience analysing large data sets to find opportunities, and to measure the success of changes that have been made.
• Ability to analyse conversation journeys, identify gaps in the conversation design and propose improved solutions.

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)
• ‘Your Leave’ - additional leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.