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About the Role

Lead the transformation of CommSec's customer engagement platform through a major Contact Centre Modernisation program, driving the technical vision for customer interactions across digital, assisted, and AI-enabled channels, with a focus on Microsoft Dynamics 365 Customer Service and Omnichannel.

Responsibilities

• Drive the technical vision for customer interactions across digital, assisted and AI-enabled channels.
• Design scalable cloud-native solutions, modern APIs and intelligent workflows.
• Support millions of customer interactions while influencing architecture and engineering direction across multiple teams.
• Combine modern software engineering, automation and Generative AI to deliver better customer and colleague experiences.
• Solve complex challenges at enterprise scale while championing engineering excellence, reliability and security.
• Mentor engineers, shape strategic technology outcomes and help define the future of AI-powered customer engagement.
• Apply Generative AI, intelligent automation, conversational experiences, agentic workflows and AI-powered customer engagement capabilities to transform customer and colleague experiences at scale.
• Champion modern engineering practices including DevSecOps, CI/CD, automated testing, platform observability and continuous improvement.
• Build high-performing teams and engineering practices.

Requirements

• Demonstrate deep full-stack engineering expertise and a track record of delivering complex, enterprise-scale solutions across modern front-end, back-end and cloud-native technologies.
• Thrive in hands-on technical leadership roles, setting engineering direction, influencing architecture decisions and leading through technical excellence rather than authority.
• Experience designing, building and operating scalable distributed systems, microservices and event-driven architectures that support high-volume customer interactions.
• Experience designing, implementing and configuring contact centre solutions using Microsoft Dynamics 365 Customer Service, Omnichannel and Contact Centre.
• Successfully delivered end-to-end software solutions, embracing a "you build it, you own it" mindset across architecture, development, deployment, reliability and operational excellence.
• Experience with other leading customer engagement and contact centre platforms is also valued.
• Experience with Microsoft Dynamics 365 (D365) is highly regarded.

Skills

• Full Stack Engineering
• Modern front-end and back-end software engineering capability
• Microsoft Dynamics 365 Customer Service
• Dynamics 365 Omnichannel
• Customer engagement and contact centre technologies
• React
• .NET
• C#
• AWS
• Cloud-native application development
• Modern API development
• Distributed systems
• Microservices
• Event-driven architectures
• AI-enabled customer experiences
• AI-enabled colleague experiences
• Generative AI concepts
• Prompt engineering
• Retrieval-augmented generation (RAG)
• Agentic workflows
• Technical Leadership
• Influencing technical decisions
• Leading through expertise
• DevSecOps
• Modern DevSecOps practices
• CI/CD
• Monitoring
• Observability practices
• Engineering excellence
• Continuous improvement
• Customer outcomes focus
• TypeScript

Experience Level

• Staff Software Engineer

About the Company

• CommSec is modernising its contact centres with AI and cloud technology.
• The Digital & Customer Crew sits at the heart of that journey, building the technology that powers customer interactions across digital, assisted and AI-enabled channels.
• The team is creating seamless and personalised experiences that help customers get the right support faster.
• The Digital & Customer Crew brings together engineers, product specialists, designers and architects focused on delivering the future of customer engagement at CommSec.
• We're leveraging cloud-native technologies, automation and Generative AI to simplify complex customer journeys, empower service teams and create smarter, more intuitive experiences.
• The impact of this work extends well beyond technology, helping customers access support more easily, enabling colleagues to work more effectively and positioning CommSec to meet the evolving expectations of investors for years to come.
• This is an opportunity to help shape a platform that directly influences how customers experience one of Australia's leading online broking and wealth management businesses.

Equal Opportunity

• 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.
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