Financial Services · AI & Automation
AI-Powered Customer Service Chatbot
Designed and delivered an NLP-based customer service chatbot to improve digital self-service and reduce call-centre load. The engagement covered requirements discovery, solution architecture, secure integration to knowledge sources, iterative delivery, testing, CI/CD, and operational handover.
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Discovery workshops, user stories, and acceptance criteria
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Solution architecture — NLP, intent classification, response orchestration
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Secure integration to knowledge sources and backend APIs
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Guardrails, safety testing, and conversation design
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CI/CD pipeline, OWASP dependency check, penetration test coordination
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Operational handover — runbooks, monitoring dashboards, support model
Sector: Insurance (Major Australian Insurer)
Location: Sydney NSW (hybrid)
Financial Services · Platform Delivery
Customer Onboarding Platform
Delivered an end-to-end digital onboarding platform including solution architecture, customer journey design, workflow orchestration, identity and payment integrations, accessibility-compliant web components, and a full production handover with runbooks and support transition.
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Business analysis — process mapping, user journeys, FRs & NFRs
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Solution architecture — target design, integration patterns, scalability
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Custom application development — web APIs, workflow, identity/verification
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Responsive WCAG 2.1 AA web experience delivery
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Performance, security, and reliability engineering (threat modelling)
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SIT, regression suite, UAT support, and post-release defect remediation
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Release management, deployment pipeline, runbooks, and handover
Sector: Major Australian Bank
Location: Sydney NSW (hybrid)
Banking & Finance · Data Engineering
Enterprise Data Extraction & Integration Platform
Designed and implemented real-time and batch data pipelines exposing customer and contract data from legacy mainframe and enterprise systems (Siebel, Salesforce, master data) to downstream banking platforms. Delivered to APRA data management standards with comprehensive quality, audit, and security controls.
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Reference architecture for 15+ system integrations
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Real-time pipeline — Solace queues and Kafka topics
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Batch ingestion — GCP Dataflow processing tens of millions of records daily
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Data quality controls — cleansing, masking, reconciliation, anomaly detection
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Compliance audit trail and data lineage tracking
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Performance tuning — batch window reduced from 8+ hours to <30 minutes
Sector: Major Australian Bank (APRA-regulated)
Location: Sydney NSW (hybrid)
NSW Government · Salesforce Platform
Tax Scheme Case Management Platform
Designed and implemented a Salesforce-based case management platform for a NSW Government entity to administer a newly introduced tax scheme — supporting enrolment, case management, compliance enforcement, document generation, government data source integration, data migration, and PSAF PIA delivery.
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Salesforce case object model — enrolments, compliance notices, appeals, RBAC
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Workflow automation — eligibility triage, compliance escalation, document generation
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Integration with NSW Government data sources for real-time eligibility lookups
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TRIM/HP Content Manager integration for authoritative records management
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Data migration from legacy spreadsheets and case-tracking system
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Train-the-trainer handover — case officers, compliance staff, system admins
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PSAF Privacy Impact Assessment — personal and financial information flows
Sector: NSW State Government
Location: Sydney NSW (onshore only)
Financial Services · Salesforce Platform
Salesforce Case Management & Enrolment Platform
Full Salesforce delivery for a national salary-packaging and novated leasing provider — OmniStudio guided forms, Experience Cloud portals for employees and employers, MuleSoft multi-system integrations, Salesforce Shield encryption for sensitive data, and legacy data migration with reconciliation validation.
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OmniStudio — OmniScripts, DataRaptors, FlexCards, DocGen for full lease lifecycle
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Experience Cloud — employee self-service and employer fleet management portals
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MuleSoft integrations — payroll, vehicle dealer API, ATO FBT, email notifications
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Salesforce Shield Platform Encryption for salary, TFN, and bank account data
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Data migration — 8,000+ lease records with reconciliation and <0.05% error rate
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WCAG 2.1 AA — both portals achieved accessibility sign-off at first audit
Sector: National Novated Leasing Provider
Location: Sydney NSW (hybrid)
