We are looking for a skilled Conversational AI professional with robust experience in Amazon Lex and voice automation platforms to join our growing team.What You'll Be DoingDesign voice bot conversations for customer service use cases such as account enquiries, payments, authentication and disputesBuild and configure Amazon Lex botsCreate conversation flows and handoffs between bots and live agentsWork with stakeholders to turn customer journeys into voice automation solutionsPrepare conversation maps,



sample dialogues and user journey documentsImprove bot performance through testing and tuningSupport escalation logic between automated voice bots and customer service teamsEnsure customer experience aligns with banking and compliance standardsWhat We're Looking ForHands‐on experience with Amazon LexExperience with Amazon Connect Contact Flows or similar voice platformsStrong experience in NLP tuning / intent optimisationGood understanding of voice UX, DTMF fallback and accessibility standardsStrong communication and documentation skillsBanking or Financial Services experience preferredNice to HaveExposure to Generative AI within Amazon Lex or Amazon BedrockExperience working in regulated enterprise environmentsAbout UsZone 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 (New South Wales)
🏢 Zone IT Solutions
📍 New South Wales