Principal Engineer – 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 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!