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About the Role
As a Senior Software Engineer, Dynamics 365 Contact Centre Intelligence, you will help build a fully agentic IT Contact Centre, leading the Dynamics 365 agentic capability that supports VoiceBot, Live Chat and the handover into case management when human support is needed. This role sits in the EverydayAI and Contact Centre Intelligence teams within End User Experience, where the mission is to create effortless, intelligent digital experiences that enable every colleague to perform at their best.
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
- This role will suit an experienced engineer who 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
- Telephony
- CTI
- CRM
- LLM engineering
- Azure OpenAI
- Azure AI Foundry
- Responsible AI
- Security
- Data governance
- Compliance
Experience Level
- Experienced engineer
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.
- At CommBank, we're committed to creating an accessible, inclusive and respectful workplace.
Equal Opportunity
- 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.