Senior AI Lead

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions. At Optus, we're building the next generation of AI-powered customer and employee experiences. As part of one of Australia's largest customer-facing AI portfolios, you'll play a key role in designing and optimising AI solutions that transform how millions of customers engage with Optus. We're looking for a Senior AI Lead to help design, test and optimise AI agents and AI-powered products that deliver real impact at scale. Working within our Intelligent Contacts team, you'll combine AI product development, prompt engineering, testing and data-driven optimisation to create reliable, high-quality experiences for customers and frontline teams. What You’ll Do Design, configure and improve AI agents, prompts, workflows and guardrails. Translate business requirements into user stories, acceptance criteria and test scenarios. Test and evaluate AI solutions, identifying opportunities to improve quality, performance and customer outcomes. Analyse conversation data and performance metrics to drive continuous improvement. Support product releases, production monitoring and issue resolution. Partner with Product, Engineering, Design, Operations and Analytics teams to deliver AI solutions at scale. What makes you perfect for the role? Demonstrable experience building and delivering AI-powered products, AI agents, conversational AI or GenAI solutions. Knowledge of prompt design, agent workflows, evaluation frameworks and AI guardrails. Experience translating business requirements into user stories, requirements and test scenarios. Hands-on experience using AI development, testing or evaluation tools. Ability to analyse data, testing outcomes and performance metrics to identify improvements. Understanding of product delivery practices, including testing, releases and documentation. Strong stakeholder management, communication and collaboration skills. A customer-focused, pragmatic approach to problem solving and continuous improvement. Experience in customer service, contact centre or employee-facing AI environments is highly regarded. What’s in it for you? Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners. Flexible working arrangements with opportunities to work three days in the office, two days remote or home. Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre. Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you. We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks. Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities. Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+). Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video. Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon. At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [email protected] or call 1800 309 170. For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity