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Principal Software Engineer - AI & Contact Centre Transformation

Commonwealth Bank -
Melbourne VIC

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Job Details

Full-time

Qualifications

CI/CD
Azure
Law
Master's degree
AWS
Risk management
APIs
AI

Full Job Description

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 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

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.

We'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 1800 989 696.

Advertising End Date: 26/06/2026

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Principal Software Engineer – AI & Contact Centre Transformation

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