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About the Role

Lead the build of intelligent contact centre capability at enterprise scale using Dynamics 365, Microsoft Copilot Studio, automation and AI to transform voice, chat and case management experiences.

Responsibilities

• Lead the design and build of autonomous Dynamics 365 capability across Contact Centre Intelligence.
• Develop agentic AI solutions using Microsoft Copilot Studio, Dynamics 365, Dataverse and related Microsoft technologies.
• Build and optimise case management capability in Dynamics 365 Customer Service, including queues, routing, lifecycle, SLAs, knowledge and business process flows.
• Support the squad’s AI agents across areas such as intent, customer knowledge management, quality, case management and workforce management.
• Integrate Dynamics 365 with ServiceNow ITSM, telephony, CTI, CRM and enterprise applications using secure API-driven patterns.
• Translate requirements into solution designs and own delivery through build, testing, deployment, go-live and run.
• Contribute to responsible AI, security, data governance and compliance standards in a regulated banking environment.
• Collaborate across engineering and delivery teams to design, build, test and maintain software solutions.

Requirements

• Experienced engineer with deep Dynamics 365, agentic AI and Microsoft ecosystem expertise.
• Enjoys working across Microsoft technologies, agentic AI and enterprise-scale platforms, with a strong focus on Dynamics 365 and practical delivery.
• Deep experience designing, configuring or optimising Dynamics 365 Contact Centre, Customer Service, Omnichannel and Dataverse.
• Strong capability across IVR, intelligent routing, queues, workstreams, agent workspaces and omnichannel engagement across voice, chat, SMS or social channels.
• Experience building case management solutions in Dynamics 365, including lifecycle, routing, SLAs, entitlements, process flows and knowledge.
• Hands-on experience with agentic AI, LLM engineering, Microsoft Copilot Studio, Azure OpenAI or Azure AI Foundry.
• Strong engineering capability across Power Platform pro-code, Dataverse, Power Automate, Power Apps, plugins, web resources, C#/.NET, JavaScript or TypeScript.
• Experience integrating enterprise platforms using Azure architectures, REST APIs, connectors or Azure integration services.
• Ability to lead discovery, shape solution design and deliver through build, test, deployment and continuous improvement.
• Familiarity with regulated environments, responsible AI controls, enterprise security and data governance standards.

Skills

• Dynamics 365
• Agentic AI
• Microsoft ecosystem
• Microsoft Copilot Studio
• Dataverse
• Power Platform
• Power Automate
• Power Apps
• C#/.NET
• JavaScript
• TypeScript
• Azure architectures
• REST APIs
• ServiceNow ITSM
• CTI
• CRM

Location

• Australia

Work Type

• Full-time

Experience Level

• Senior
• Experienced

About the Company

• Technology is helping CommBank build tomorrow’s bank today, with AI and modern engineering playing an increasingly important role in how we support customers and colleagues.
• The EverydayAI and Contact Centre Intelligence teams within End User Experience create effortless, intelligent digital experiences that enable every colleague to perform at their best.

Equal Opportunity

• At CommBank, we're committed to creating an accessible, inclusive and respectful workplace.
• We welcome applications from people of all backgrounds and we're particularly committed to making a positive difference for Aboriginal and/or Torres Strait Islander Peoples.
• 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.