We are looking for a skilled Conversational AI skilled with strong experience in Amazon Lex and voice automation platforms to join our growing team.

What You’ll Be Doing
Design voice bot conversations for customer service use cases such as account enquiries, payments, authentication and disputes
Build and configure Amazon Lex bots
Create conversation flows and handoffs between bots and live agents
Work with stakeholders to turn customer journeys into voice automation solutions
Prepare conversation maps, sample dialogues and user journey documents
Improve bot performance through testing and tuning
Support escalation logic between automated voice bots and customer service teams
Ensure customer experience aligns with banking and compliance standards

What We’re Looking For
Hands‑on experience with Amazon Lex




Experience with Amazon Connect Contact Flows or similar voice platforms
Strong experience in NLP tuning / intent optimisation
Positive understanding of voice UX, DTMF fallback and accessibility standards
Strong communication and documentation skills
Banking or Financial Services experience preferred

Nice to Have
Exposure to Generative AI within Amazon Lex or Amazon Bedrock
Experience working in regulated enterprise environments

About Us

Zone IT Solutions is an equal prospect employer. We welcome applicants from a diverse range of backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds and people with disabilities.
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📌 Conversational Experience Designer City Of Sydney
🏢 Zone IT Solutions
📍 City of Sydney