AI Conversational Designer

Hello! We're Virgin Australia, we like to do things differently—the Virgin way. We’re on a mission to make flying more than just ‘nice’; we’re here to make it 'Wonderful'. That means bringing together a team of passionate individuals who put customer experience first, uphold the highest safety standards—whether in the air, on the ground, or in our workplaces—and champion real diversity and inclusion. As part of a brand with big ambitions, we’re redefining what it means to fly.

This same bold spirit drives Velocity Frequent Flyer, one of Australia’s leading loyalty programs with over 12 million members and counting. At Velocity, travel isn’t just a dream—it’s a way of life. We believe in rewarding our members faster, helping them turn points into extraordinary experiences, from breathtaking getaways and exclusive financial perks to shopping sprees and more.

Join us in a dynamic role where adventure fuels your work, innovation meets passion, and loyalty means limitless possibilities. As part of the Virgin Australia Group, you’ll enjoy exciting perks, unparalleled support, and endless opportunities to grow. Together, let’s turn travel dreams into reality—one unforgettable moment at a time.

What you’ll be doing:

We are seeking two high performing Conversational AI aficionados to join our Virgin Australia Guest Contact Centre (based in Brisbane) and the Velocity Member Contact Centre (based in Sydney or Brisbane) on their digital transformation journey, which will transform & modernise the Virgin guest and Velocity member servicing experience.  The Conversational AI designer will be instrumental in developing the technology to support the transformation. 

You’ll be great in this role if you:

• Come with experience creating customer flows using conversational AI tools & technologies (NLP, NLU, M/L, LLMs). 
• Have a passion to learn & transform guest and member experience on our digital channels. 
• Are comfortable using digital tools such as Google analytics, Figma, Miro 
• Have UX/UI experience translating research into practical improvements, including usability testing
• Have a strong understanding of UX & design principles in conversational AI design 
• Are familiar with NLP & NLU concepts, ability to craft engaging dialogues using NLU, NLP, LLMs
• Are a natural problem-solver with skills and the ability to think critically and adapt designs based on user feedback and data 
• Enjoy managing projects autonomously and operate in a fast paced environment 
• Have greater than 2 years of experience working as a conversation designer writing content and designing experiences for a chatbot, livechat, messaging, IVR or other contact centre channels
• Have knowledge of programming or scripting languages e.g., Python, JavaScript (desirable)
• Have previously worked with conversational platforms such as Dialogflow, Voiceflow, Rasa, IBM Watson, or Amazon Lex (desirable)
• Has experience with Genesys Cloud Platform (desirable) 
• Come with experience with UX, product design, digital website content writing (desirable)
• Have previous experience with voice-activated AI systems (e.g., Alexa, Google Assistant) is advantageous (desirable)

What you’ll get from us:

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Heavily discounted air travel for you and your loved ones (including $1000 worth of travel credits per year)
• Flexible working arrangements (including work hours and work from home)
• Discounts on travel insurance, car hire, accommodation and experiences worldwide
• Discounted Virgin Australia Lounge membership
• Hospitality, retail, technology, beauty services and wellness discounts
• Wellness support, including the Converge digital wellbeing platform
• A comprehensive Employee Assistance Program, which offers confidential coaching and support from qualified professionals for all aspects of life – physical, mental, social and financial
• Dress for Your Day – enjoy the freedom to wear whatever is appropriate for the type of work you do and the day you have ahead of you

Equality rules:

We’re all individuals. We love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.

Ready to apply? We’re ready to hear from you. Apply now.