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 .
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.
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
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
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)
- Are experienced Principal Engineers (or equivalent) with hands-on delivery capability
- Have strong 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
Exposure to some of the following is beneficial:
AI & data:
- AI agents, LLM integration, RAG, prompt engineering
- AI evaluation, model monitoring and responsible AI controls
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!
