Job Description
Principal Software Engineer - AI & Contact Centre Transformation
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Do work that matters
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nAt 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.n
nToday, 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.n
nAs 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
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See yourself in the team
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nYou'll be a senior technology leader driving
solution design, engineering execution and technical strategy
across complex, multi-channel customer experiences.n
nThis role plays a critical part in:n
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Leading engineering across
Contact Centre as a Service (CCaaS)
platforms and
Dynamics 365 transformation
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Driving
3rd party AI voice platform integration and scalable voice capability
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Shaping
end-to-end customer and colleague experience across voice, chat and assisted channels
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nYou'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.n
Your impact
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nYou will:n
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Lead solution design across
APIs, AI agents, channel integration and cloud platforms
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Drive
connected conversations
- preserving customer context, intent and journey across channels
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Enable
AI-led contact reduction
, improved customer outcomes and better frontline experiences
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Build reusable engineering patterns that scale across
voice, chat and AI-assisted servicing
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Ensure solutions are
secure, reliable, observable and production-ready
from day one
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Key responsibilities
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Lead end-to-end engineering delivery across:
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Contact centre platform capabilities (Dynamics 365, CCaaS)
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AI voice and chat solutions
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Customer and colleague experience platforms
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Design and implement:
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AI agent orchestration, voice bots, routing and agent assist
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Channel switching and conversation state management
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Integration patterns across voice, chat, APIs and backend services
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Establish scalable patterns for:
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Voice platform integrations and commercial models
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AI experimentation evolving into production-grade solutions
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Champion:
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DevSecOps, CI/CD, automated testing and release management
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Observability, monitoring, incident response and SLOs
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Responsible AI, privacy, security and operational resilience (including regulatory expectations)
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Collaborate across engineering, product and design to ensure
cohesive customer journeys
and measurable outcomes
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Mentor engineers and uplift engineering capability across the team
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We're interested in hearing from people who
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Are experienced Principal Engineers (or equivalent) with hands-on delivery capability
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Have strong technical judgement and can lead complex design and troubleshooting
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Understand
distributed systems, customer platforms and AI-enabled solutions
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Are comfortable working in ambiguity and driving clarity across complex initiatives
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Can influence across engineering, product, risk and senior stakeholders
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Are passionate about
AI-enabled transformation
, balanced with strong focus on reliability and risk management
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Technical experience
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nExposure to some of the following is beneficial:n
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Contact centre & communication platforms:
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Dynamics 365 Contact Centre, Genesys, LivePerson, Nuance
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Voice, IVR, chat, messaging and routing systems
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AI & data:
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AI agents, LLM integration, RAG, prompt engineering
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AI evaluation, model monitoring and responsible AI controls
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Engineering & architecture:
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Distributed systems, APIs, event-driven architecture
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Cloud platforms (AWS / Azure), infrastructure as code
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Programming languages such as Python, TypeScript, Java or C#
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Practices:
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DevSecOps, CI/CD, automated testing
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Observability, reliability engineering and production support
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Why join us
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nThis is a unique prospect 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
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nYou'll work on complex, meaningful problems and help shape how CommBank uses AI and platform engineering to better serve customers and colleagues.n
nIf this sounds like you,
apply today!
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nIf 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.n
nWe're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on .n
nAdvertising End Date: 26/06/2026

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