Robert Louw — Resume

Profile

I'm a seasoned AI and Data Engineer, Solution Architect, and People Leader with over two decades of experience driving data and AI innovation across multiple industries and two continents. Certified in AWS, Azure, and Microsoft Power Platform, I specialise in scalable cloud architecture and AI-driven decision systems, with a track record of shipping enterprise-grade solutions that deliver real strategic value.

A proven team builder and mentor, I'm equally at home leading cross-functional teams and solution architecture workshops as I am hands-on in code. My work spans data governance, real-time analytics, DevOps, and Generative AI, including a GenAI-based Claims Research Assistant showcased at AWS Sydney Summit 2024 and AWS Innovate — bringing a rare blend of technical depth and leadership to any AI-driven enterprise.

Selected Projects in Production

Complaints and Incident Management Insights — The Lottery Corporation · 2026

GenAI analysis of ServiceNow complaint incidents into themes, root causes and executive insights, surfaced via an interactive Power BI dashboard.

AssureAI — GenAI Governance Agent — The Lottery Corporation · 2026

LLM agent assessing AI use cases against the AI & Automation Governance Framework, with a Power Automate / Microsoft Teams approval workflow.

Roadside Assistance Knowledge Base Agent — RACQ · 2025

Copilot Studio agent answering roadside-assistance queries from SharePoint, surfaced inside Microsoft Teams.

Insurance Complaints Knowledge Base Agent — RACQ · 2025

Natural-language Q&A over an AWS Redshift complaints dataset, routed through API Gateway and Bedrock.

Generative AI Claims Research Assistant — RACQ · 2024

Assessor assistant on AWS SageMaker/Bedrock surfacing claims context and policy interpretation. Presented at AWS Sydney Summit 2024 and AWS Innovate.

Tow-truck Footage Review Agent — RACQ · 2024

GenAI computer-vision solution verifying correct vehicle loading from tow-truck footage, improving process quality and operator training.

Call Transcript Analysis Agent — RACQ · 2024

Real-time GenAI quality assessment and coaching over contact-centre call transcripts, improving service quality.

Survey Comment Theme Analyser — RACQ · 2024

AWS Bedrock batch-inference pipeline extracting themes from member survey comments into Tableau for trend reporting.

For more detail on the projects I've delivered and my full skill set, please visit my website at https://roblouw.au.

Professional Experience

The Lottery Corporation, Brisbane — Senior AI & Automation Engineer

December 2025 – present

Developed and deployed a Customer Incident Management (CIM) solution that automatically analyses and categorises customer complaint incidents using Generative AI, deriving monthly insights and an executive summary of key trends — fully automated with Power BI, Power Automate and AI Hub (Prompt Builder).
Developing the Generative Marketing Platform (Imagen + Veo), automating image, video and copy generation for campaigns and social media to enable rapid creative iteration.
Architecting Metrics-as-a-Platform, an in-flight AI-for-BI capability delivering natural-language analytics over enterprise data assets.
Supported the implementation, monitoring and organisation-wide rollout of Claude Code at TLC, developing a secure best-practice AI coding repository to guide team usage.
Developed and deployed an AI use-case risk-assessment tool evaluating potential AI applications across the business — assessing data privacy, bias and compliance risks within a structured decision-making framework.

RACQ, Brisbane — Senior Analytics Professional · AI & Data Engineer · Solution Architect

August 2022 – November 2025

Architected and deployed Generative AI and machine-learning decision engines for claims assessment, risk and product recommendations during web journeys.
Delivered a GenAI-powered solution that analyses tow-truck footage to verify correct vehicle loading, improving process quality and supporting operator training.
Architected and deployed a GenAI-powered solution that analyses call transcripts against quality criteria to provide real-time feedback and coaching to contact-centre agents, improving customer interactions and service quality.
Designed and delivered Generative AI chatbot assistants — knowledge-base and data-driven agents — using Copilot Studio and Power Automate.
Designed batch and real-time data pipelines on AWS (Glue, Step Functions, Kinesis) and integration platforms (Qlik); built bespoke ETL/ELT in Python and C#.

TechConnect, Gold Coast — Senior Cloud Data Engineer

August 2021 – August 2022

Delivered cloud migration and data-engineering solutions across AWS (LakeFormation, Glue, S3, Redshift), Azure (Synapse, Data Factory) and Databricks, with IaC automation (CloudFormation, SAM, Terraform) and bespoke Python/C# ETL.

C9, Brisbane — Technical Operations Manager, Data Management & Integration (Contract)

April 2021 – August 2021

Led programming, BI/reporting and database administration services; delivered integration interfaces and on-premise to AWS Redshift / SQL Server migrations.

BCX, South Africa — Senior Manager, Data Operations & Optimisation

April 2014 – March 2021

Led the Data Operations & Optimisation value stream, owning enterprise data governance and security (POPI, PCI/DSS, ISO 27000) and platform monitoring.
Built and ran a multi-disciplinary team of DBAs, ETL and reporting engineers, mentoring multiple direct reports into senior roles.
Led on-premise to cloud database migration programmes across SQL Server, MySQL, PostgreSQL, DynamoDB, Cosmos DB and MongoDB.

UCS Solutions (now BCX), South Africa — Manager, Data & Software Engineering

December 2010 – December 2014

Held technical ownership of system integration, software development and project management across on-premise and cloud RDBMS; drove performance optimisation and bespoke reporting.