Hybrid Senior Contact Center Software Engineer

Posted last month

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About the role

  • Design and develop advanced conversational AI solutions, including chatbots, virtual agents, and IVR systems.
  • Apply Natural Language Processing (NLP) and Machine Learning (ML) techniques to deliver intuitive, human-like interactions.
  • Develop and enhance self-service capabilities across voice, email, and chat platforms.
  • Build and optimize virtual agents and robotic assistance tools, with a strong emphasis on personality, user engagement, and responsiveness.
  • Collaborate closely on solution architecture to ensure seamless deployment within real-world business environments.
  • Analyze system performance and recommend data-driven improvements to maximize efficiency and customer satisfaction.
  • Develop and maintain back-end automation frameworks and services supporting deployed bots and intelligent workflows.

Requirements

  • Minimum of 7 years’ experience working in Contact Center environments
  • Proven expertise in the design and implementation of AI-powered communication systems
  • Hands-on experience with NLP, ML, and associated frameworks and technologies
  • Demonstrated ability to deliver scalable and maintainable backend solutions in production environments
  • Strong collaboration skills, with the ability to work across technical and business teams to deliver effective solutions
  • Experience with conversational AI frameworks such as Google Dialog Flow or Microsoft Bot Framework
  • Experience with Git, Jira, Containerized Development, Github Actions, and OAuth / OIDC
  • Experience with GenAI and Large Language Models (LLM) for next generation chatbot development (OpenAI GPT or Llama)
  • Experience with RAG workflows, including document ingestion, cleaning, and processing, vector storage, and similarity lookups
  • Experience with LLM tool development and chain of thought prompting / workflows

Benefits

  • Income Protection Insurance & Salary Continuance
  • Generous Bereavement & Compassionate leave
  • Private Health Insurance discount
  • Primary & Secondary Paid Parental leave
  • Death & TPD Insurance
  • Discounts on fitness clubs, travel and more!

Job title

Senior Contact Center Software Engineer

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

HybridAustralia

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