AI Engineer - 12 Month FTC (Multi-level positions available)

As an AI Engineer in the Complaint Uplift Program, you will be accountable for managing the analytic methods and processes required to support the usage of Generative AI models to measure and assure the Complaints quality processes. You will help establish and validate the data sourcing requirements, understand the data available and frameworks needed to be assessed and build (and support deployment of) solutions for using the available inputs to be interrogated through Generative AI/Agentic techniques to generate outputs to support quality control and assurance of the Complaints management process. You will understand the downstream consumption requirements (e.g. reporting, model monitoring and integration back to Complaints Management System/Salesforce) and ensure the analytic processes cater for those downstream requirements. You will undertake these activities in a cross functional squad supported by external consultants and comprising Complaints SMEs, Business Analysts, Data Engineers and more. You will be collaborating to support the achievement of project or business outcomes such as process mapping and change transition as well as the technical implementation of the data and AI processes. Working alongside Teams in Customer Resolutions, Data Portfolio, ANZ*Plus, Assurance as well as key support partners in Risk, Technology and Operations, the AI Engineer plays an integral role in ensuring Project success. You will actively participate in feedback processes to develop and refine solutions leveraging large language models, requiring strong understanding of the purpose of the complaint quality frameworks and how to improve the use of the large language models to improve consistency, accuracy and confidence of the model outcomes. You will help establish the analytic development process to continuously refine these models and deploy new models/model versions in a controlled and measured way, including establishing best practices for change management, evolution of business and system prompts, and measuring the efficacy of these change impacts.. You will be across the different foundational models that are available and will be able to recommend and support assessment of different models in the overall framework.

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