Engagement Platforms Consultant - HR Chatbot

Engagement Platforms Consultant - HR Chatbot

Do work that matters

CommBank is recognised as leading the industry in IT and operations with its world-class platforms and processes, agile IT infrastructure, and innovation in everything from payments to internet banking and mobile apps, and you could be a part of that journey.

See yourself in our team

You will join the Engagement Platforms chapter, which is focused on delivering innovative solutions that meet business needs and enhance the end-to-end employee experience. This role will primarily support and contribute to the evolution of our HR chatbot and AI capabilities. The consultant will play a key role in shaping the future of AI within HR at CBA, helping to define and deliver the next phase of our AI journey.

What you will do

• Collaborate with stakeholders and subject matter experts to understand business requirements and translate them into functional solutions.

• Leverage your understanding of AI and chatbot technologies to support the evolution of our HR chatbot and broader AI capabilities.

• Review existing chatbot conversation logs and user experiences to identify opportunities for improving performance, usability, and employee satisfaction.

• Undertake troubleshooting and incident management for the HR chatbot, including identifying root causes, coordinating with technical teams, and ensuring timely resolution to minimise impact on the employee experience.

• Prototype and test solutions, including writing test scripts, executing them, and analysing results.

• Document solution options and recommendations for business review and decision-making.

• Analyse AWS service's release documentation and assess new functionality for potential adoption.

• Contribute to continuous improvement by identifying risks, controls, and opportunities across supported platforms.

• Actively share knowledge and support capability uplift across the chapter.

We’re interested in people who

• Have experience with AWS Lex and Amazon Connect, or similar chatbot services

• Are passionate about using technology to improve the employee journey and internal service delivery.

• Are knowledgeable in troubleshooting platform issues, analysing root causes, and supporting business users.

• Pride themselves in being self-motivated, a quick learner, and eager to build capability across the team.

• Have scripting knowledge is beneficial (JavaScript, Python, etc)

• Are able to translate business requirements into functional solutions, document options, and communicate clearly with both technical and non-technical stakeholders.

• Have experience working in Agile environments and using tools such as Jira, SharePoint, and Microsoft 365.

• Have an interest or understanding of AI and Generative AI concepts - highly valued

Working with us:  

Whether you’re passionate about customer service, driven by data, or called by creativity, a career with us is for you.

We support our people with the flexibility to balance where work is done with at least half their time connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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