Lead Professional Services Engineer (AI)

Location: Sydney, Australia; hybrid schedule with 2 days in the office and 3 days working remotely each week

Company

hirify.global provides AI, cloud, and digital software solutions for customer experience, financial crime prevention, and public safety to global enterprise customers.

What you will do

• Lead complex implementations of CX and AI solutions from pilot through full enterprise deployment.
• Configure, program, and develop solutions involving ACD, IVR, ASR, AI, NLU, CRM integrations, APIs, and related customer ecosystems.
• Collaborate with project managers and cross-functional teams to manage system lifecycles, change control, risk analysis, and project delivery.
• Provide business consulting, conduct business analysis, and design solutions aligned with customer needs and contact center operations.
• Support testing, UAT, go-live readiness, hypercare, and post-deployment optimization.
• Deliver configuration workshops, documentation, templates, and guidance while mentoring junior staff and subcontracted personnel.

Requirements

• Bachelor’s degree in a technical or business field, or equivalent work experience.
• 5+ years of professional experience, including at least 1 year working with digital channels, AI, or bot-driven applications.
• Experience supporting large enterprise environments, complex integrations, deployments at scale, and contact center technologies.
• Strong knowledge of CRM integrations, APIs, contact center business analysis, operational KPIs, and best practices.
• Experience designing and documenting workflows with tools such as Lucidchart or Microsoft Visio, including use cases, test plans, and UAT guidance.
• Familiarity with generative AI models, NLU techniques, automation principles, and digital customer engagement trends.

Culture & Benefits

• Hybrid hirify.global-FLEX work model combining office collaboration with remote work.
• Fast-paced, collaborative, and creative environment within a global technology company.
• Opportunities for learning, professional growth, and internal career development across roles and locations.
• Equal opportunity employment environment.