We are looking for a skilled Conversational AI professional with solid 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
- Good 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 opportunity 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