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About the Role
Shape how leading organisations use Amazon Connect and conversational AI to redesign customer interactions at scale. Tackle big issues like cyber, trust, resilience and digital transformation. This is a great opportunity for a Conversational AI & Design engineer to join our Engineering Practice in Australia and help clients turn customer experience strategy into intelligent, human-centred solutions.
Responsibilities
- Lead the design and delivery of Amazon Connect-based conversational solutions across voice and chat.
- Run discovery workshops.
- Translate customer experience goals into practical requirements.
- Shape interfaces that feel intuitive, effective and grounded in real user needs.
- Balance design, AI capability, operational realities and stakeholder expectations to land solutions that improve customer satisfaction and streamline service delivery.
- Bring together conversational design, business analysis and delivery thinking to move from concept through to implementation.
- Partner with technical teams, developers and operational stakeholders.
- Mentor consultants and help build a strong, supportive team culture around quality, innovation and continuous improvement.
Requirements
- Experience designing and delivering conversational AI solutions across voice and chatbot channels.
- Strong expertise in Amazon Connect and the design of human-centred customer interaction flows.
- Knowledge of natural language processing, AI-driven automation and customer experience strategy.
- Confidence leading client workshops, gathering requirements and advising stakeholders on solution direction.
- Ability to work across business, technical and operational teams to deliver integrated outcomes.
- Experience leading projects in a consulting environment and managing competing priorities.
- Strong communication and presentation skills, including with senior stakeholders.
- Experience mentoring team members and helping create a collaborative, high-performing culture.
Skills
- Amazon Connect
- Conversational AI
- Voice and chat solutions
- Human-centred customer interaction flows
- Natural language processing
- AI-driven automation
- Customer experience strategy
- Client workshops
- Requirements gathering
- Stakeholder advising
- Business analysis
- Delivery thinking
- Consulting
- Project leadership
- Communication
- Presentation
- Mentoring
Location
- Australia
Work Type
- Flexible working options
Experience Level
- Consulting environment experience
- Project leadership experience
- Mentoring experience
Benefits
- Retail discounts
- Wellbeing leave
- Paid volunteering days
- Twelve flexible working options
- Market-leading parental leave
- Return to work support package
About the Company
- Deloitte's Engineering Practice helps organisations unlock the value of technology to solve complex business problems and build greater agility and resilience.
- The team works across leading vendor platforms and Deloitte-built solutions, helping clients modernise experiences, optimise operations and move with confidence toward a more technology-enabled future.
- At Deloitte, we focus our energy on interesting and impactful work.
- We're always learning, innovating and setting the standard; making a positive difference to our clients and our society.
- We put coaching at the heart of what we do, helping our people grow their careers in any direction - whether it be up, moving into something new, or even moving across the world.
- We embrace diversity, equity and inclusion.
- We have a diverse collection of people from different backgrounds, with different experiences, gender identities, abilities and thinking styles.
- What binds us together is a shared commitment to value everyone's perspective and to cultivate inclusion; so that our work environment is a safe space we can all belong.
- We value in-person connection with our clients and our colleagues.
Equal Opportunity
- We embrace diversity, equity and inclusion.
- We have a diverse collection of people from different backgrounds, with different experiences, gender identities, abilities and thinking styles.
- What binds us together is a shared commitment to value everyone's perspective and to cultivate inclusion; so that our work environment is a safe space we can all belong.