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

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

Additional Information

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.