Conversational AI Specialist

About TPG Telecom

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your Opportunity

As a Conversational AI Specialist, you will 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

• Designing engaging and user-centric conversational experiences for chat and voice bots across multiple channels, leveraging an understanding of business requirements and customer needs to deliver exceptional user experiences.
• Applying conversational UX best practices to enhance usability, clarity, and natural language interactions.
• Building, configuring, and maintaining chat and voice bots using low-code platforms such as DialogFlow, Genesys, or similar.
• Finetuning the NLU model through regular phrase tuning to improve intent recognition.
• Performing regular quality assurance testing (e.g., k-fold and cognition blind testing) to ensure optimal performance of conversational AI models and identifying gaps and opportunities for improvement.
• Using analytical skills to uncover gaps and improvement opportunities from datasets (e.g., chat logs, transcripts) and applying creative problem-solving to develop effective solutions.
• Supporting and leading the creation, prioritisation, and implementation of a backlog of improvements to customer journeys.
• Staying up-to-date with the latest trends and technologies in the conversational AI space, including generative AI, and implementing them where applicable.
• Collaborating across TPG Telecom and with outsource partners to drive digital optimisation solutions.
• Managing relationships with business stakeholders to facilitate the delivery of an optimised digitally assisted environment.

What You’ll Bring

• Experience working in a digital assisted customer service delivery environment, ideally within a high-volume consumer environment.
• Working knowledge in Conversational AI development – chatbot, voice recognition, speech solutions etc.
• Knowledge of linguistic and natural language processing (NLP).
• Experience in JavaScript, and ideally Python, or equivalent development skills is an an added advantage.
• Ability to apply technical implementations to create personalised and advanced customer journeys.
• Technical knowledge or experience in JavaScript or Python or equivalent development skills.
• Strong user experience designer and copy writing skills.
• Customer centric approach: Listens to and hears customer’s needs.
• 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.
• Strong problem-solving skills with excellent attention to detail.
• Can do attitude, have a curious mindset and proactive approach.
• Willingness to learn and champion new areas of knowledge.

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 NBN 100 plan.
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year.
• Access to TPG Learning Hub platform and internal development opportunities.
• Access to Corporate Partner Discounts.

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.

Key skills/competency

• Conversational AI
• Chatbot Development
• Voice Recognition
• Natural Language Processing (NLP)
• Conversational UX Design
• Data Analysis & Insights
• DialogFlow / Genesys
• JavaScript / Python
• Customer Experience (CX)
• Digital Optimization