Req ID:
116048
Department:
Enterprise Customer Contact
Division:
Technology
Location:
Bengaluru
About Us
At ANZ, we're
Our community of over 5,000 engineers is key to making this happen, because technology underpins every part of our business - from delivering tools, apps and services for our customers, to building a bank for the future. About the Role
ANZ is modernising its contact-centre landscape into a cloud-native, AI-enabled platform that delivers smart, seamless, and personalised customer and banker experiences across voice and messaging channels. ECC is a core enterprise transformation, building a unified, scalable, and resilient servicing platform underpinned by Amazon Connect and complementary AWS services.
As an AI Engineer , you will design and build production-grade AI capabilities on the Amazon Connect platform , enabling Customer Assist and Banker Assist experiences. You’ll combine deep full-stack engineering with modern LLM practice, including prompt engineering, model evaluation, and agentic AI patterns, to deliver safe, reliable outcomes in a regulated banking environment.
This role is hands-on and end-to-end: from solution design, to implementation, to observability and operational readiness, helping build the foundations that allow ECC to scale AI safely across channels, markets, and tenants in AU, NZ, Institutional.
Role Type: Permanent
Role Location: Manyata Tech Park, Bengaluru
Work Hours: 8 AM to 5 PM What will your day look like?
Deliver AI-enabled experiences across voice and messaging, including concierge/triage patterns for Customer Assist and real-time banker support patterns for Banker Assist.
Contribute to capabilities such as summarisation, interaction notes, and real-time signals & guidance that improve banker efficiency, compliance, and customer outcomes.
Support “test-and-learn” releases to validate AI quality, guardrails, and operational readiness ahead of scale.
Build and operate full-stack services and UIs that integrate with Amazon Connect workflows and banker/customer tooling.
Implement event-driven and API-based integration patterns (e.g., AWS Lambda, messaging/notifications, CRM integration) to support end-to-end journeys.
Deliver production-quality software with strong engineering hygiene: testing, CI/CD, infrastructure-as-code, performance, and reliability
Design and maintain prompt frameworks (system prompts, tool prompts, guardrails, templates, versioning) for consistent behaviour across agents and channels.
Build and mature an evaluation framework for offline and production monitoring (quality, accuracy, safety, latency, cost), including regression packs for releases.
Establish measurable success criteria and instrumentation (decision traces, tool selection correctness, routing accuracy, handoff quality) to enable safe iteration.
Implement agentic patterns: orchestration agent → topic/outcome agents → controlled tools, ensuring deterministic fallbacks and safe escalation paths.
Design and integrate tool APIs used by agents (read/write workflows, structured data capture, and “human-in-the-loop” escalation).
Embed compliance and controls into designs: least privilege access, auditability, data minimisation, secure logging, and safe failure modes
Partner with platform/SRE and governance stakeholders to ensure solutions are production-ready, monitored, and supportable.
Work within cross-functional squads spanning Customer Assist and Banker Assist, collaborating with product, conversation design, data/AI, platform, and delivery leads.
Provide technical leadership through design reviews, pairing, mentoring, and setting engineering standards across the AI build stream.
What will you bring?
Excellent foundation in data structures/algorithms, system design, distributed systems concepts, and debugging complex production issues
A “production engineering” mindset: reliability, performance, failure modes, observability, and operational readiness.
Proven experience building and operating modern web applications and services end-to-end.
Strong capability across typical ECC stack areas such as:
Frontend: React (or equivalent modern framework)
Backend: Node.js, go, and/or Python; API design; event-driven patterns
DevOps: CI/CD, automated testing, cloud-native deployment, observability
Data: relational + NoSQL design and operational considerations
Extensive hands-on prompt engineering experience (prompt design, versioning, testing, guardrails, and measurable iteration)
Experience with LLM evaluation : quality, accuracy, safety/bias considerations, latency/cost trade-offs, and human-in-the-loop assessment.
Solid understanding of agentic AI architectures (orchestrators, tool calling, controlled action spaces, decision traces, safe escalation)
Familiarity with MCP concepts and patterns for building scalable model↔tool ecosystems (tool contracts, context handling, permissioning, telemetry).
Ability to work across product, engineering, governance, and operations teams; communicate trade-offs and influence decisions with clarity
Desirable skills (Nice to have)
Model fine-tuning experience (e.g., adapting smaller models, LoRA/PEFT-style approaches, or domain adaptation) and understanding when fine-tuning is appropriate vs prompt/RAG/tooling.
Hands-on experience with Amazon Connect, contact centre workflows, or AWS-native event-driven architectures.
Experience building robust integration patterns in regulated environments (auditability, change control, secure logging, RBAC-aligned access)
Familiarity with quality automation approaches for contact flows and conversational journeys
So why join us?
ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong.
We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.
We want to continue building a diverse workplace and welcome applications from everyone. Please talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirements, let us know how we can provide you with additional support.
To find out more about working at ANZ visit https://www.anz.com/careers/ . You can
19/05/2026 , 11.59pm, (Melbourne Australia)
