Solution Architect shaping enterprise - scale architecture within a complex operational landscape at Transport For NSW. Leading digital transformation initiatives and designing secure architectures for organizational success.
About the role
- AI Solutions Architect coordinating with teams to deploy AI-powered agents and support business intelligence initiatives in a hybrid setup. Collaborating on data analytics and automation projects while ensuring customer success.
Responsibilities
- Help customers deploy their AI-powered voice and chat agents across various platforms
- Act as the POC for customers to ensure ongoing support and customer success
- Collaborate with engineers, project managers, and clients to map business workflows into AI agent decision trees
- Adjust agent responses, intent recognition, and NLP/NLU models to align with client goals
- Optimize AI agents with CRMs, ERPs, APIs, and other backend systems as needed
- Conduct QA cycles, troubleshoot issues, and optimize performance to reduce false positives or negatives
- Troubleshoot technical issues during go-live and ensure a smooth early-stage deployment
- Maintain clear records of agent configurations, flows, and system integrations
- Collaborate with Department Head & Company Leadership in general where skillset and functions overlap
- Support broader business intelligence initiatives (data analytics, automation, process optimization) and learning; assisting with department continuity (BCP).
Requirements
- Customer service experience
- At least two to four years of experience in technical implementation, technical support, or software engineering
- Hands-on experience with conversational AI platforms
- Familiarity with REST APIs, webhooks, and cloud platforms (AWS, GCP, or Azure)
- Solid understanding of NLP/NLU concepts and best practices
- Excellent problem-solving and communication skills
- Bachelor's degree in a technical field or equivalent experience
- Understanding of analytics data visualization tools
- Experience in agile environments or customer-facing technical roles (preferred but not required)
- Exposure to voice-based AI agents (Twilio, Vonage, or custom SIP integrations) (preferred but not required)
- Familiarity with CRM, contact center, or support automation systems (preferred but not required)
Benefits
- HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service
- A signing bonus equivalent to one (1) month's salary will be provided, applicable only to candidates who can start immediately
- VL/SL credits upon regularization
- Friendly and supportive work culture
- 13th-month pay and other Philippine-government-mandated benefits
- Non-taxable allowances
- Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more
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