AI Support Engineer

Australia·Sydneymid

Customer SupportSupport Engineer

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Quick Summary

Key Responsibilities

Deliver and support cloud intelligent automation solutions (AI, agentic workflows, robotics, IDP, orchestration) using ITIL‑aligned practices and platforms such as ServiceNow or Jira.

Requirements Summary

Special offers on banking products and discounts from top brands, including generous employee-

Technical Tools

Customer SupportSupport Engineer

Create your best future and join Westpac as an AI Support Engineer.

As an AI Support Engineer within Process & Intelligent Automation Services, you will be a hands-on technical leader who builds, tests, and support Agentic AI solutions on AWS. You will own end-to-end environment, contribute directly to engineering outcomes, and uplift capability across the team by coaching junior engineers and promoting strong engineering practices. You’ll have real accountability for the end-to-end orchestration of Agentic AI solution on behalf of customer business units, with a focus on ensuring that SLAs are met and work is fulfilled on time with no disruption to the business. You will also contribute to ongoing improvements in monitoring, documentation, and support frameworks.

Your key responsibilities include:

Deliver and support cloud intelligent automation solutions (AI, agentic workflows, robotics, IDP, orchestration) using ITIL‑aligned practices and platforms such as ServiceNow or Jira.
Collaborate with data scientists and engineers to deploy models, refine prompts, and support production solutions.
Diagnose and resolve complex production issues, including APIs, data quality, and automation failures.
Monitor and optimise AI systems for accuracy, performance, cost, latency, and reliability.
Promote engineering best practices across the SDLC, including Agile delivery, CI/CD, secure‑by‑design, testing, observability, and continuous learning.

Over 5 years experience in a large and complex organization, primarily in the financial services industry.
Over 2 years hands-on experience designing, building, and delivering AWS-based solutions in production environments.
Experience across AWS cloud engineering and modern ML/AI frameworks, including Strands, LangChain, AutoGen, A2A, or comparable platforms.
Hands-on experience using Amazon Bedrock as the foundation for agentic AI solutions on AWS, aligning LLM/agent capabilities to real automation outcomes.
Qualifications/certifications in cloud engineering and intelligent automation platforms (AWS).

Why join us?

We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
Tailored learning and development opportunities to help your grow your career within the bank.
Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

To get started, simply click on the APPLY or APPLY NOW button

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page, under the ‘Diversity, sustainability and flexibility’ section.

We may close this job advertisement earlier than the advertised closing date if suitable candidates are identified. We encourage you to apply as soon as possible.

#LI - Hybrid.