Principal Software Engineer - AI & Contact Centre Transformation
Do work that matters
At CommBank, we're reshaping how customers, bankers and frontline teams engage across voice, chat, digital and assisted channels. The contact centre sits at the core of this transformation - connecting customer journeys with assisted and AI-driven servicing experiences across Business Bank.
Today, customer journeys are often fragmented across channels, systems and teams. Our ambition is to create an
AI-first, human-amplified engagement model
- where customers can move seamlessly between channels without losing context, and frontline teams are empowered with the right tools and insights to deliver better outcomes.
As a
Principal Software Engineer
, you will design, build and scale the core capabilities that bring this vision to life - spanning
contact centre platforms, AI voice and chat, and customer experience orchestration
.
See yourself in the team
You'll be a senior technology leader driving
solution design, engineering execution and technical strategy
across complex, multi-channel customer experiences.
This role plays a critical part in:
Leading engineering across
Contact Centre as a Service (CCaaS)
platforms and
Dynamics 365 transformation
Driving
3rd party AI voice platform integration and scalable voice capability
Shaping
end-to-end customer and colleague experience across voice, chat and assisted channels
You'll work closely with product, design, data and engineering teams to deliver
production-grade AI-enabled servicing capabilities
, while influencing across architecture, risk and business stakeholders.
Your impact
You will:
Lead solution design across
APIs, AI agents, channel integration and cloud platforms
Drive
connected conversations
- preserving customer context, intent and journey across channels
Enable
AI-led contact reduction
,



improved customer outcomes and better frontline experiences
Build reusable engineering patterns that scale across
voice, chat and AI-assisted servicing
Ensure solutions are
secure, reliable, observable and production-ready
from day one
Key responsibilities
Lead end-to-end engineering delivery across:
Contact centre platform capabilities (Dynamics 365, CCaaS)
AI voice and chat solutions
Customer and colleague experience platforms
Design and implement:
AI agent orchestration, voice bots, routing and agent assist
Channel switching and conversation state management
Integration patterns across voice, chat, APIs and backend services
Establish scalable patterns for:
Voice platform integrations and commercial models
AI experimentation evolving into production-grade solutions
Champion:
DevSecOps, CI/CD, automated testing and release management
Observability, monitoring, incident response and SLOs
Responsible AI, privacy, security and operational resilience (including regulatory expectations)
Collaborate across engineering, product and design to ensure
cohesive customer journeys
and measurable outcomes
Mentor engineers and uplift engineering capability across the team
We're interested in hearing from people who
Are experienced Principal Engineers (or equivalent) with hands-on delivery capability
Have solid technical judgement and can lead complex design and troubleshooting
Understand
distributed systems, customer platforms and AI-enabled solutions




Are comfortable working in ambiguity and driving clarity across complex initiatives
Can influence across engineering, product, risk and senior stakeholders
Are passionate about
AI-enabled transformation
, balanced with strong focus on reliability and risk management
Technical experience
Exposure to some of the following is beneficial:
Contact centre & communication platforms:
Dynamics 365 Contact Centre, Genesys, LivePerson, Nuance
Voice, IVR, chat, messaging and routing systems
AI & data:
AI agents, LLM integration, RAG, prompt engineering
AI evaluation, model monitoring and responsible AI controls
Engineering & architecture:
Distributed systems, APIs, event-driven architecture
Cloud platforms (AWS / Azure), infrastructure as code
Programming languages such as Python, TypeScript, Java or C#
Practices:
DevSecOps, CI/CD, automated testing
Observability, reliability engineering and production support
Why join us
This is a unique opportunity to help engineer one of the most significant transformations in Business Bank - moving from fragmented service interactions to
intelligent, connected and AI-enabled customer experiences
.
You'll work on complex, meaningful problems and help shape how CommBank uses AI and platform engineering to better serve customers and colleagues.
If this sounds like you,
apply today!
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.
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Advertising End Date: 26/06/2026

📌 Principal Software Engineer - Ai & Contact Centre Transformation (Melbourne)
🏢 Commonwealth Bank Of Australia
📍 Melbourne