CareVision
About CareVision CareVision is an Australian care management software platform purpose-built for the aged care, disability (NDIS), and social and community services sectors. Our platform helps care organisations manage the full client journey — from intake and care planning through to billing, claiming, rostering, and reporting. We work with NDIS, HCP, CHSP, and SCHADS-governed providers across Australia, ranging from boutique community organisations to multi-site providers. Our platform is deeply embedded in their daily operations — and the support function we're building must reflect that responsibility. We are now investing seriously in AI tooling for our teams and clients — not as a marketing statement, but as a core operating model. This role exists to make that real. The Opportunity CareVision is building an AI-augmented support and operations model. We need someone who can take our AI initiatives from concept to production — building, testing, refining, and owning each system end-to-end. Your focus will be on our Internal AI Operations so our product team can focus on our client facint AI capabilities. This role is about delivery, its hands on, and you will be invited to build a team to build, maintain and deliver AI systems that will drive our internal operations quality and scale. You'll work directly with the CEO and Executive Teams to understand the requirements, and then you'll plan, build and establish the governance systems for success. The Initial AI work spans three broad areas, with guarantee to expand on these over time: AREA OF FOCUS DESCRIPTION AI-Augmented Client Support Design and build AI tooling that integrates with our support desk platform to assist agents with ticket handling — including intelligent classification, response drafting for common issue types, and automated routing. The goal is to reduce manual handling time, accelerate first response, and improve consistency of client outcomes. AI-Powered Technical Routing Build intelligent routing logic that analyses the technical nature of incoming support requests and directs them to the right resolution path — self-service resources, specialist queues, or product and development escalation. Includes extraction logic that improves the quality of technical information captured at the point of contact, reducing back-and-forth and accelerating resolution. AI-Assisted Operations Build agentic automation that reduces operational burden for the executive team — covering high-volume inbox management, meeting intelligence and action extraction, client health monitoring, and commitment tracking across internal communications and reporting. Requires strong understanding of agentic workflow tools and connector ecosystems. What You'll Do Build and own AI-augmented support tooling • Design and implement AI-assisted ticket classification — working from an established topic taxonomy — integrated within the support desk platform • Build prompt templates and response drafting workflows for common issue types across the platform's functional areas • Implement confidence thresholds and human-review routing for edge cases and ambiguous tickets • Integrate AI classification output with support desk workflows, SLA rules, and agent assignment logic • Build quality assurance processes to monitor AI response accuracy, client satisfaction impact, and resolution rate performance • Iterate continuously based on ticket volume trends, Support Operations Manager feedback, and SLA performance data Build and own the AI-Powered Technical Routing • Design a structured triage model that analyses ticket content for technical signals — issue category, error type, reproduction steps, severity indicators • Build classification logic that routes tickets to the appropriate resolution path — self-service resources, specialist queues, or product escalation with pre-populated defect detail • Develop prompt and extraction logic that improves the quality and completeness of defect reports reaching the development team • Integrate with the product and development toolset for automated escalation creation and status tracking • Build a reporting layer that surfaces technical triage patterns for the Support Operations Manager and development team weekly review Build and maintain the AI-Assisted Executive Operations • Implement an automated email triage system — including folder routing, categorisation logic, response drafting, and client follow-up monitoring • Build meeting intelligence workflows — extracting commitments, actions, owners, and risks from meeting transcripts and surfacing them for executive review • Implement automated client health reporting — aggregating signals from across the business into a weekly digest for executive visibility • Build and run a retrospective audit across historical meeting records — surfacing commitments made versus followed through • Maintain and improve all EA automation as the CEO's needs and workflows evolve • Document all prompts, rules, connector configurations, and logic in a structured prompt library and operations manual Collaboration \& Reporting • Work closely with the CEO and Executive and Product Teams to translate operational requirements into AI system specifications • Provide a weekly implementation status update — what's live, what's being tested, what's next • Escalate blockers promptly — technical, access, or specification gaps — rather than working around them silently • Document all systems so they can be maintained, handed over, or extended without sole dependency on you What You'll Bring Essential • Strong foundation experience in software engineering, devops, infrastructure and related security practices and building enterprise systems is essential, we are not looking for a vibe coder with no prior experience of development and engineering best practices, we are looking for a seasoned engineer that’s made the leap into AI and has experience building the relevant tooling • Demonstrable hands-on experience building AI-powered workflows using large language models — Claude, GPT-4, Gemini, or equivalent • Strong prompt engineering skills — you can write, test, version, and iterate prompts for specific business outcomes, not just generate text • Experience integrating AI tools with real operational systems — ticketing platforms, CRMs, email, calendars, or equivalent • Familiarity with Claude and the Anthropic API (claude-sonnet-4-6 or equivalent) — understanding of system prompts, tool use, structured outputs, and MCP • Ability to work with MCP (Model Context Protocol) servers and connector ecosystems — Google Workspace, Slack, Zoho Desk, Jira, Read.ai • Strong written communication — you can document what you've built clearly enough that someone else can maintain it • Comfortable working autonomously in a remote-first, async environment • A builder's disposition — you're energised by making things work, not just designing them How We Work CareVision is a remote-first team. We communicate asynchronously where we can, use structured processes to stay aligned, and move fast. This role will work closely the CEO/Founder and the Executive Managers (CTO,CMO,CSO). We expect proactive communication — if you're blocked, we want to know that day. If you see a better way to solve a problem, we want to hear it. If a system you built isn't performing, we expect you to flag it before we ask. The care sector we serve carries real responsibility. AI systems that touch client communication must be built carefully, tested thoroughly, and monitored continuously. Speed matters — but not more than reliability, security and safety.
CareVision
