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About the Role

Optus is building the next generation of AI-powered customer and employee experiences. As part of one of Australia's largest customer-facing AI portfolios, you'll play a key role in designing and optimising AI solutions that transform how millions of customers engage with Optus. We're looking for a Senior AI Lead to help design, test and optimise AI agents and AI-powered products that deliver real impact at scale. Working within our Intelligent Contacts team, you'll combine AI product development, prompt engineering, testing and data-driven optimisation to create reliable, high-quality experiences for customers and frontline teams.

Responsibilities

• Design, configure and improve AI agents, prompts, workflows and guardrails.
• Translate business requirements into user stories, acceptance criteria and test scenarios.
• Test and evaluate AI solutions, identifying opportunities to improve quality, performance and customer outcomes.
• Analyse conversation data and performance metrics to drive continuous improvement.
• Support product releases, production monitoring and issue resolution.
• Partner with Product, Engineering, Design, Operations and Analytics teams to deliver AI solutions at scale.

Requirements

• Demonstrable experience building and delivering AI-powered products, AI agents, conversational AI or GenAI solutions.
• Knowledge of prompt design, agent workflows, evaluation frameworks and AI guardrails.
• Experience translating business requirements into user stories, requirements and test scenarios.
• Hands-on experience using AI development, testing or evaluation tools.
• Ability to analyse data, testing outcomes and performance metrics to identify improvements.
• Understanding of product delivery practices, including testing, releases and documentation.
• Strong stakeholder management, communication and collaboration skills.
• A customer-focused, pragmatic approach to problem solving and continuous improvement.
• Experience in customer service, contact centre or employee-facing AI environments is highly regarded.

Skills

• AI product development
• Prompt engineering
• Testing
• Data-driven optimisation
• Prompt design
• Agent workflows
• Evaluation frameworks
• AI guardrails
• Stakeholder management
• Communication
• Collaboration

Location

• Australia

Work Type

• Hybrid

Experience Level

• Senior

Benefits

• Competitive remuneration
• Employee discounts
• $80 monthly credit
• 25% off Optus products
• Unique shopping discounts with retail partners
• Flexible working arrangements (3 days in office, 2 days remote)
• Vibrant and collaborative office campus with amenities
• Competitive leave policies
• Additional 'Connected' days
• Up to 16 weeks paid Parental Leave
• Industry-focused micro-credentials
• Employee-led networks and diversity initiatives
• Free access to counselling and support services (24/7)
• Free Optus bus from Macquarie University Metro Station

About the Company

• Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

Equal Opportunity

• We are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences.
• We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.
• We also want to do our best to make our recruitment process inclusive.
• If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170.
• For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity