Automation Solution Analyst & Developer
Beyond Bank Australia
- Perth, WA
- $100,000-110,000 per year
- Permanent
- Full-time
The Automation Solution Analyst & Developer is responsible for developing and maintaining the Bank's customer automation systems utilised by the customer relationship centre, including chatbot, knowledge and quality automation. This will involve continually improving the chatbot's ability to respond to customer queries by expanding the knowledge library of questions the chatbot can answer, as well as taking a data driven approach to identify new automation initiatives to support our customers' needs across all channels.In the role you will:
- Work closely with key stakeholders to identify the most common customer enquiries.
- Use data analytics to design new conversational intents tailored to customer needs.
- Prepare a prioritised list of queries for development into the chatbot knowledge library.
- Develop and maintain knowledge systems for a variety of use cases, including customer support, lead generation, and more.
- Create and refine chatbot conversations/intents to ensure optimal user experience and engagement.
- Monitor chatbot and phone predictive engagement performance.
- Make real-time adjustments as needed to improve accuracy, efficiency, and effectiveness.
- Collaborate with cross-functional teams, including product managers, service, and sales teams.
- Ensure all automated systems used within the customer relationship centre are aligned with business objectives, user needs, and overall strategic goals.
- Proficiency in Customer Experience platforms including telephony and chatbot development tools e.g. Genesys Cloud or similar systems.
- Understanding of software design principles and the ability to adapt and learn new technologies.
- Strong attention to detail and the ability to problem solve.
- Knowledge of AI and machine learning.
- Relevant qualifications are preferred.
- A flexible, and diverse working environment
- Career development opportunities, training and coaching
- Annual paid work-life balance days to boost your annual leave
- Community volunteer days to support many community charities across Australia
- Access to employee discounts, health and wellbeing initiatives, employee and family assistance, plus more
- The chance to be part of an organisation that works for and with customers and their communities to make a difference and change lives.
To find out more about Beyond Bank visit beyondbank.com.au or for more information contactPlease be aware the next step in the process may include a phone screen, video interview, virtual or face-to-face interview, psychometric testing, and all relevant background checking. Some positions may require undergoing 4 weeks of mandatory full training.Applications close 06/05/2024