Chatbot Optimisation Specialist - felix

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Who is felix?

felix is Australia’s first telco to be powered by 100% renewable electricity and carbon neutral certified. felix was created to deliver a digital mobile service that starts conversations – through radical simplicity, outstanding customer service and having a positive impact on our planet. We offer three great value mobile phone plans purchased through our digital native app first journey or in-store through our retail partners. We also plant a tree for every customer, each month they are subscribed.

Your opportunity:

As our Felix Chatbot Optimisation Specialist, you will be responsible for oversight and management of Felix bot operations, and execution of the digital care funnel. Working closely with the Care Lead on service design, this role is responsible for configuration of AI Chat Bot (Mr Botsy) helping to drive positive customer service interactions through self-service platforms. This is done through data driven decisions to create customer centric journeys in messaging channels, channeling contacts through our virtual agent (chatbot) for quicker and easier self-service

You'll make impact by:

• Responsible for Felix Chat Bot program (“Mr Botsy”) - including design, building/configuration – led by an understanding of both business requirements and customer needs to offer exceptional user experience and ensure customers can seek self-service using AI technology.
• Provide strategic and technical support for chatbot initiatives across other TPG Telecom brands, ensuring consistency in customer experience, leveraging shared insights, and driving innovation in conversational AI across the broader organization.
• Maximize the adoption of Mr Botsy by making it easier for customers to interact with Mr Botsy through human-centered journey creation.
• Apply data analytics techniques to analyse chat logs and user feedback to improve customer engagement and containment whilst driving up our customer satisfaction scores when interacting with Mr Botsy.
• Perform regular quality assurance validation and testing to ensure conversational AI models are performing optimally.

What you’ll bring:

• Three years plus experience in Conversational AI development
• Knowledge of linguistic and natural language processing (NLP)
• Any experience, interests and desire to learn use Python and SQL
• Strong attention to detail, initiative, creativity, and an acute ability to work autonomously
• Deep understanding of the digital landscape, technologies, trends, and tools to deliver market leading customer service experience in an efficient way

Ideally, you will also have:

• Experience using CRM systems (such as Freshdesk, Zendesk, Service Cloud), including understanding of ticket management principles
• Able to influence third parties to ensure delivery of outcomes
• Self-motivated and proactive, someone who goes looking for opportunities and takes the opportunity to pre-empt problems
• Can do attitude, have a curious mindset and willingness to learn and champion new areas of knowledge
• Able to work independently with little supervision 

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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