About the job

Lead AI transformation through voice, automation, integration and customer platforms.

Your new companyA growing Australian retail and ecommerce business is looking for an experienced AI Platform Engineer to lead the implementation and integration of AI-driven customer and employee solutions.

Your new roleThis is a hands-on engineering role focused on deploying and integrating existing AI platforms rather than building proprietary AI models or conducting AI research. The successful candidate will be responsible for evaluating, implementing and connecting conversational AI, voice automation and customer service technologies into the broader technology landscape.The role sits within a high-performing technology team and will play a key part in a business-wide AI transformation program. Current initiatives include AI-powered customer service, voice agents, conversational platforms, ecommerce integrations and operational automation.

You will be:Implementing AI-powered chat and voice solutions
Integrating AI platforms with existing business systems and workflows
Connecting platforms such as CRM, ecommerce, contact centre, warehouse and ERP systems
Evaluating and recommending the most suitable AI tools and platforms for business use cases
Designing integration architectures, APIs and automation workflows
Supporting testing, optimisation and ongoing performance improvement
Working closely with technical and operational stakeholders to deliver practical AI outcomes

Experience working with one or more of below tools will be desirable:

Salesforce Service Cloud
Amazon Lex
Amazon Connect
ElevenLabs
Genesys AI
Cognigy
Kore.ai
Nuance
Twilio
LivePerson
Workato
Shopify
SAP
Salesforce ecosystem
AWS, Azure or Google Cloud

What you'll need to succeedProven experience delivering AI-powered customer experience solutions, including chatbots, virtual assistants and voice automation platforms.
Strong hands-on experience integrating AI platforms with CRM, contact centre, ecommerce and back-office systems.
Experience with conversational AI platforms such as ElevenLabs, Cognigy, Kore.ai, Genesys AI, Amazon Lex, Nuance, Twilio or similar technologies.
Strong understanding of APIs, integrations, automation workflows, webhooks and system architecture.
Experience integrating AI solutions with platforms such as Salesforce, Shopify, SAP, WMS, ERP or other enterprise business systems.
Commercial experience implementing AI voice agents and customer service automation solutions at scale.
Knowledge of LLMs and generative AI, with a practical understanding of how to apply existing AI technologies to solve business problems.
Strong stakeholder engagement skills, with the ability to work across technical and non-technical teams.
Excellent documentation, solution design and delivery experience.
Experience working in retail, ecommerce, customer service, contact centre or similar high-volume customer environments is highly desirable

Responsibilities

About the job

Lead AI transformation through voice, automation, integration and customer platforms.

You will be:Implementing AI-powered chat and voice solutions
Integrating AI platforms with existing business systems and workflows
Connecting platforms such as CRM, ecommerce, contact centre, warehouse and ERP systems
Evaluating and recommending the most suitable AI tools and platforms for business use cases
Designing integration architectures, APIs and automation workflows
Supporting testing, optimisation and ongoing performance improvement
Working closely with technical and operational stakeholders to deliver practical AI outcomes

Experience working with one or more of below tools will be desirable:

Salesforce Service Cloud
Amazon Lex
Amazon Connect
ElevenLabs
Genesys AI
Cognigy
Kore.ai
Nuance
Twilio
LivePerson
Workato
Shopify
SAP
Salesforce ecosystem
AWS, Azure or Google Cloud

What you'll need to succeedProven experience delivering AI-powered customer experience solutions, including chatbots, virtual assistants and voice automation platforms.
Strong hands-on experience integrating AI platforms with CRM, contact centre, ecommerce and back-office systems.
Experience with conversational AI platforms such as ElevenLabs, Cognigy, Kore.ai, Genesys AI, Amazon Lex, Nuance, Twilio or similar technologies.
Strong understanding of APIs, integrations, automation workflows, webhooks and system architecture.
Experience integrating AI solutions with platforms such as Salesforce, Shopify, SAP, WMS, ERP or other enterprise business systems.
Commercial experience implementing AI voice agents and customer service automation solutions at scale.
Knowledge of LLMs and generative AI, with a practical understanding of how to apply existing AI technologies to solve business problems.
Strong stakeholder engagement skills, with the ability to work across technical and non-technical teams.
Excellent documentation, solution design and delivery experience.
Experience working in retail, ecommerce, customer service, contact centre or similar high-volume customer environments is highly desirable