Bring your 'you' to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We're better and bolder together. 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 our valued Chatbot Developer, you will play a vital role in supporting Customer Care in developing and implementing advanced solutions to optimise and guide customers toward digitally assisted channels. You'll draw on your experience working in chatbot development and conversation design. To 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 beautiful 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: End-to-end design, build, test and monitor elegant, intuitive, and consistent customer conversation journeys (voice and messaging) combining technical and conversational approaches, led by an understanding of both business requirements and customer needs to offer exceptional user experiences. Perform regular quality assurance testing e.g., k-fold and cognition blind testing to ensure conversational AI models are performing optimally and identify gaps and opportunities for improvement. Work on finetuning our NLU model through regular phrase tuning to help improve intent recognition. Use analytical skills to identify gaps and improvement opportunities from datasets i.e., chat logs, transcripts etc and apply creative problem solving to develop solutions to problems. What you'll bring: Experience working in chatbot and/or voice bot space Ability to apply technical implementations to create personalised and advanced customer journeys. Strong user experience designer and copy writing skills. Experience analysing large data sets e.g. through using SQL to find opportunities, and to measure the success of changes that have been made. Ability to analyse conversations, customer journeys to identify gaps in the conversation design and propose improved solutions. Ideally, you will also have: Experience working with Genesys or equivalent platforms Experience working with Google DialogFlow or equivalent platforms 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 Come join us and build a better future. Apply today. We're a 2024 Circle Back Initiative Employer - we commit to responding to every applicant. Don't meet every single requirement? That's OK 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 https://www.linkedin.com/company/tpg-telecom/mycompany/?viewAsMembertrue . TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo. Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes. LI-Hybrid LI-HS1