Job Description
- Help shape our Chat-bot and Voice-bot experiences, that support the customer needs and journey
- Work with teams and vendors to deliver smart features in a fast-paced, agile environment
- Full time permanent opportunity based at our head office in Collingwood, Melbourne
Love travel and passionate about all things aviation. You’re in the right place. At Jetstar, you get to take-off at work, and in life.
As a team, we’re lucky we get to do both for a living – and we want you to be part of where we go next. Helping our teammates soar is what we’re all about. And with a new fleet of state-of-the-art aircraft, plus new routes being added, the sky’s the limit.
Take-off with your next opportunity!
As a Product Specialist – Conversational AI, you will play a key role in shaping the Chat-bot and Voice-bot solutions that elevate the customer experience and align with our business goals. Working within the Customer team and reporting to the Product Owner – Conversational AI, you’ll support delivery, performance monitoring, and continuous improvement of conversational platforms. You’ll collaborate across Customer and Technology teams to prioritise requirements, coordinate with vendors and developers, and help bring new features and automations to life.
To be successful in this role, you will efficiently gather detailed flow requirements to support the transition into Chat-bot, IVA, or agent copilot flowchart solutions. The ultimate goal is for the Chat-bot and Voice-bot to self-serve to identify where we need to have a human agent, make the agent as efficient as possible and provide the agent with Cognigy Copilot to minimise workload/accuracy.
To be considered for this role, you will have:
- 3+ years of experience in Contact Centre operations and Technology, with a focus on process improvement.
- 2–3 years of experience in software and technology product development, analysis, and design.
- Tertiary qualification in Business, Engineering, IT, Computer Science, or equivalent industry experience.
- Certifications in Conversational AI, Power BI Data Analyst, AWS Cloud Practitioner foundational, and UX Design for Conversational Interfaces are highly regarded.
- Proven expertise in agile methodologies and proficiency with product management tools.
- Skilled in gathering requirements, analysing needs, and designing dialog documentation and process logic to enhance customer interactions and business goals.
- Strong stakeholder engagement skills, with experience collaborating across business, technology teams, and external vendors.
- Excellent written and verbal communication, with a passion for language and ability to craft clear, engaging chatbot/IVA messaging.
- Ability to refine speech-to-text outputs for clarity, pacing, and tone aligned with brand voice and customer experience standards.
- Strong analytical and problem-solving skills, with a data-driven mindset to support product decisions.
- Passion for aviation and experience in airline/travel systems or multilingual communication (e.g., basic Japanese) considered a valuable asset.
Applications close on the 30th of October
Your life at Jetstar is unlike any other..
Live the travel dream: You and your nominated travel companions can take-off more with our famous Qantas Group Staff Travel discount.
Make work feel like a holiday: Join a fun, driven team where work feels like a holiday. Our people take every opportunity to take-off together and find ways to help their teammates soar.
There’s a place for everyone at Jetstar: For us, travel and meeting new people go hand in hand. We invite our people to get involved in various Employee Network Groups that play an important role in creating our inclusive and supportive culture that we are fiercely proud of. We believe that teams with a diversity of ideas and experiences are more creative, innovative and solve problems quickly. We welcome applications from anyone who wants to take-off with us. If you have support or access requirements, just reach out and let us know what you need.
We’re Jetstar. Let’s take-off together!
