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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 strong focus on Microsoft Dynamics 365 Customer Service and Omnichannel.
Responsibilities
- Design scalable cloud-native solutions, modern APIs, and intelligent workflows.
- Influence 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.
- Champion engineering excellence, reliability, and security.
- Mentor engineers, shape strategic technology outcomes, and help define the future of AI-powered customer engagement.
- Embrace a "you build it, you own it" mindset across architecture, development, deployment, reliability, and operational excellence.
- Apply Generative AI, intelligent automation, conversational experiences, agentic workflows, and AI-powered customer engagement capabilities.
- 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.
- 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.
- Champion modern engineering practices including DevSecOps, CI/CD, automated testing, platform observability, and continuous improvement.
- Enjoy mentoring engineers, building high-performing teams and engineering practices, and influencing strategic technology outcomes.
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
- Microsoft Dynamics 365 (D365)
- 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
Location
- CommSec
Work Type
- Full-time
Experience Level
- Staff Software Engineer
- Technical Leadership
About the Company
- CommSec is modernising its contact centres with AI and cloud technology.
- The Digital & Customer Crew sits at the heart of CommSec's transformation 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.
- CommSec is 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.
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