Technical Product Owner - Conversational AI

• Join our collaborative Qantas Technology team to innovate and drive change in the Conversational AI space
• Flexible ways of working – hybrid model with 3 days onsite
• Full-time permanent position based at our Head Office in Mascot, Sydney

We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today. Our corporate functions include Corporate Affairs, Public Company, Legal, Finance, Treasury, Industrial Relations, Technology, Sustainability, People and Customer, supporting the CEO in making Qantas a market leading, global organisation.

Qantas is investing in new Conversational and Agent Assist AI capabilities, building dedicated teams around this growing space. This is a unique opportunity to shape the future of customer service at Qantas, leveraging AI to create smarter, more efficient, and more personalised experiences for our customers and agents alike. An opportunity exists to join the Technology team and drive the advancement of these emerging technologies to create unique, memorable customer experiences.

As the Technical Product Owner for Conversational and Agent AI, you will have technical ownership of Qantas' Digital Assistant (Chatbot), delivering a seamless experience across the Qantas website, mobile app and IVR. Your role extends beyond chatbots, covering asynchronous messaging, LiveChat, and agent assist AI capabilities ensuring a connected and intelligent customer support ecosystem delivered through a robust, scalable enterprise platform that you will manage and own.

You will work closely with key vendors, suppliers and internal stakeholders to drive a broad range of solutions focused on supporting our customers and customer care agents. This will be done through building the technical foundations needed to achieve that vision, in partnership with Digital Product Owner(s) setting the product strategy.

To be successful in this role, it requires a balance of strong technical expertise, strategic/commercial thinking, and collaboration skills to successfully develop and implement AI-based solutions that enhance contact centre efficiency and customer experience.

You’ll have:

• 5+ years of experience as a Technical Product/Platform Owner.
• 3+ years of experience developing, implementing and managing Digital Assistant/Chatbot platforms.
• Strong understanding of Generative AI (GenAI), Large Language Models (LLMs), Retrieval-Augmented Generation (RAG) and Natural Language Processing (NLP) technical foundations.
• Familiarity and natural curiosity in latest advancements in AI, machine learning technologies and business application opportunities.
• Experience in building AI-driven solutions enabling workforce efficiency: auto-summarisation, smart re-write, knowledge search, live-coaching/quality assurance.
• Ability to drive AI and non-AI based solutions balancing innovation with reliability, scalability and cost efficiency.
• Strong understanding of enterprise integration patterns, including secure API design, data governance, and compliance with internal architecture standards.
• Experience with AWS Bedrock or similar cloud native AI platforms including integration with enterprise systems and data pipelines strongly preferred. 
• Experience working with DevOps and/or MLOps teams to manage deployment activities and cost optimisation of platform components preferred.
• Proven ability to lead the delivery of emerging technologies in a complex, regulated corporate environment, including legal, ethics, cyber and risk management frameworks.
• Vendor management (external suppliers) and cross-functional team management experience essential to the success of the role.
• Excellent communicator is a must, with experience working as interface between contact centres, digital and technology teams well regarded. 

Why Qantas?

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.
• We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
• We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.  If you have any support or access requirements, we encourage you to advise us at time of application.  Your personal information will be kept confidential in compliance with relevant privacy legislation.

Be a part of something special and play your part in the Qantas story – get in touch today.

Applications close on the 6th of October

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.