Customer Automation & Optimisation Specialist

Join our dynamic team and make a real impact as a Customer Automation & Optimisation Specialist!

At Aristocrat, the mission is to bring happiness to life by harnessing the joy of play, and outstanding customer experience starts with smart, scalable support solutions. This role is responsible for crafting, launching, and continuously refining automation workflows across the entire customer lifecycle—reducing manual effort, improving resolution rates, and ensuring customer tooling supports efficient, high-quality service delivery at scale.

What You'll Do

• Compose, build and launch automation workflows within Intercom

• Translate operational requirements into structured workflow logic

• Test, validate and refine automation prior to release

• Document workflows and decision logic clearly

• Analyse automation performance data including resolution rate, containment and customer concern trends

• Identify optimisation opportunities to improve penetration and customer experience

• Refine routing logic, tagging and decision trees

• Partner with Customer Operations to ensure smooth rollout of automation changes

• Support structured handover into BAU

• Monitor impact on SLA and quality metrics

• Maintain tagging hygiene and workflow documentation

• Ensure consistent configuration standards across automation builds

• Flag scalability risks or system gaps

What We're Looking For

• Experience working with customer support tooling such as Intercom, Zendesk or similar

• Strong analytical approach with ability to interpret performance data

• Comfortable building logic-based workflows

• Problem solver who maintains strong attention to detail and structure

• Experience in a scaled customer operations environment preferred