The role

The Conversational AI Technical Specialist is responsible for the design, development, integration, and maintenance of robust and scalable Conversational AI solutions.

This role translates conversational designs into technical reality, building the AI models and systems that power Agentic AI capabilities within Auto & General's Genesys Cloud environment and other platforms.

What you'll be doing

Design, develop, and implement Customer/Third Party Conversational AI models.
Integrate Conversational AI solutions with A&G's Genesys Cloud platform, CRM, Datalakes, knowledge bases, and other internal systems via APIs.
Contribute to the technical architecture of Customer / Third Party Conversational AI solutions, ensuring they are scalable, performant, secure, and maintainable.
Work with relevant internal roles to prepare, train, and fine-tune AI models. Monitor model performance, identify drift, and implement retraining strategies.
Diagnose and resolve technical issues within the Conversational AI systems. Proactively identify opportunities for technical optimisation and efficiency improvements.
Collaborate closely with Conversational AI Designers to understand user requirements and translate them into technical specifications. Work with other IT and Data teams to ensure seamless integration and data flow.
Adhere to best practices in software development, AI model development, security, and data privacy.
Identify and report potential risks or inadequate controls related to compliance operational risks
Champion a culture of risk and compliance across the division
Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training
Additional tasks as reasonably required.

What experience you'll bring

Experience:

Proven experience in a software development or technical specialist role, with significant focus on AI, Machine Learning, or Natural Language Processing.
Demonstrated experience in developing and deploying Conversational AI solutions (e.g., chatbots, voicebots, intelligent virtual assistants).
Experience with enterprise contact centre platforms, particularly Genesys Cloud, is highly advantageous.

Technical Skills:

Experience with cloud platforms, especially Google Cloud Platform (GCP) and its AI services (e.g., Dialogflow, Vertex AI).
Proficiency in API design and integrations).
Understanding of database technologies and data warehousing concepts.

Problem Solving:

Strong analytical and problem-solving skills, with an ability to debug complex technical issues.
Ability to work independently and as part of a cross-functional team.

The benefits of working at A&G

Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
Grow with us - we've got learning and professional development opportunities to suit everyone.
Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
Access to A&G's employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.

We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer! If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

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Conversational AI Technical Specialist