At IAG, we're ready for you.
We're the largest general insurance group in Australia and New Zealand.
Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.In this role you will find the patterns in customer interactions that matter, explain why they matter, and turn them into measurable service, risk and experience improvements.
You will design, optimise and govern speech analytics, conversational AI and IVR across voice and digital channels, combining advanced analytics, prompt engineering, query design and customer journey expertise.You will work hands‐on with NICE Nexidia analytics, NICE CXone, Quality Central and emerging AI, building the analytics models, conversational prompts, speech categories, phrase libraries, reporting frameworks and intelligent IVR experiences that surface customer trends, operational risks, compliance obligations and service improvements.
Deep technical knowledge is essential.
This role is hands‐on with the technology.
The team acts quickly, works across boundaries and changes its mind when someone has a better idea.This is a full time permanent opportunity based in Gadigal Country (Sydney), Meanjin (Brisbane) or Naarm (Melbourne)What You'll DoTechnology AccountabilitiesDesign, configure and maintain NICE Nexidia speech analytics: search phrases, categories, taxonomies, target media sets and analytic workflowsCreate, test and optimise speech analytics queries to identify customer themes, complaints, vulnerabilities, sales opportunities and process failuresDesign and maintain intelligent IVR and self‐service experiences (conversational flows, intent models and routing strategies) and optimise speech recognition and intent classification performanceEngineer and maintain prompt libraries used within speech analytics and conversational AI, and set standards and governance for prompt development and optimisationUse GenAI to automate insight generation, interaction summarisation and trend identification, and continuously evaluate emerging AI technologies and analytics use casesSupport the shift to intelligent operations by making customer‐interaction insight data‐driven, observable and actionableTake ownership of allocated work and initiatives and deliver them on time and to a high standard, with clearly articulated scope and benefit.Business EngagementAct as the bridge between Contact Centre Operations, Product, Technology and Data & AI, turning customer‐interaction data into insight and measurable valueTranslate business questions into scalable analytics solutions,



and deliver actionable recommendations to business stakeholders based on interaction dataPartner with CXone, Conversational AI and Data & AI teams to implement customer journeys and improve the quality and accuracy of AI‐generated insightPresent findings and recommendations to operational and senior stakeholders in plain languageSupport regulatory and compliance monitoring through targeted analyticsProduct Execution & OperationsAnalyse customer interactions at scale to improve detection, insight quality, IVR containment and compliance coverage, and turn what you find into business action.
Coverage can reach up to 100% of interactions.Develop executive dashboards and operational reporting, and establish KPIs, measures and analytic frameworksBuild analytics visualisations using reporting platforms such as Tableau, Power BI and CXone reporting toolsAnalyse customer language patterns and interaction outcomes to improve IVR containment and customer experienceEvaluate alternative approaches, make recommendations, and pilot new NICE and AI capabilities aligned to business objectivesMonitor IVR effectiveness through analytics and reporting, and manage ongoing enhancement and tuning activitiesEnsure analytics configurations are accurate, maintainable and scalable, and support platform upgrades and the introduction of current NICE capabilitiesDevelop and maintain analytics standards, taxonomies, documentation and operating proceduresConduct service reviews to identify performance improvements, reassess targets and reduce risk to the business, and evaluate and communicate evergreen changes and enhancementsWhat you'll bringSkills3+ years in speech analytics, contact centre analytics, customer insights or conversational AI, or equivalent delivered outcomesStrong hands‐on experience in speech or interaction analytics: developing search queries, categories, phrase libraries, taxonomies and analytic workflows.
NICE Nexidia Analytics or NICE Interaction Analytics is highly regarded, as is experience with a comparable platform such as VerintExperience with prompt engineering and AI‐assisted analytics, including GenAI for insight generation, summarisation and trend identification (desirable)Conversational AI and intelligent IVR design experience (conversational flows,



intent models, routing and containment optimisation) (desirable)Strong data analysis and analytical problem‐solving skills.
Experience building dashboards and visualisations (SQL, Power BI, Tableau, CXone reporting) is desirableWorking knowledge of NICE CXone and Quality Central (desirable)Understanding of contact centre operations, quality management, quality assurance frameworks and customer journeysExcellent stakeholder engagement and communication skills, able to present insight to operational and senior audiencesExperience working within financial services or regulated environments desirableA working knowledge of design thinkingCharacteristicsIndependent and creative thinkingAbility to range from detail to 'big picture' and technical to business contextsCurious: forms a hypothesis and tests itKeeps tuning after deployment, and does not treat the dashboard as the outcomeExplains findings in plain language and drives actionChanges position when the data says soLeads through influenceTechnically credible: comfortable going deep into the platform with engineers and vendors, not just riding on top of it.What We OfferBoosted superannuation with 13% as standard.20 days annual leave + 5 daysMyLeave(extra leave forwhat'simportant to you).
Work from home and many more flexibility options withmyFlex.Up to 50% off personal insurance, including home and motor insurance.Partner discounts on private health insurance, tech & appliances, and many more.Industry-leading 20 weeks paid parental leave.Access to LinkedIn Learning, the award-winning IAG Academy, and studyassistance.employmenttype eligibility criteria applyApplications close: Sunday 18 October *******:59PM AEDTAdjustments and SupportIf you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to for a confidential conversation.More About UsAs part of IAG you'll enjoy a world of career opportunities, a purpose‐led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected.
That's not just words.
It's our people promise.
We're ready for you with unexpected opportunities for your career, your work‐life and your ability to make a difference.
We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities.
We collaborate on Indigenous‐led solutions that enable growth and create meaningful change for our customers and employees.
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📌 Speech & Interaction Analytics Specialist, Contact Centre Engineer (Brisbane)
🏢 Iag
📍 Brisbane