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About the Role
Build Dynamics 365, AI agent and automation capabilities that make IT support simpler, smarter and increasingly autonomous. Solve meaningful engineering challenges across contact centre, AI and enterprise automation in a team focused on improving colleague experiences. Work at the intersection of Dynamics 365, Copilot Studio, Power Platform, Azure services and enterprise integrations as CommBank continues to advance its technology and AI capabilities.
Responsibilities
- Engineer and enhance Dynamics 365 Contact Centre, Customer Service, Omnichannel and Dataverse capabilities.
- Build intelligent routing, workstreams, queues, agent workspaces and case-management solutions across voice, chat, SMS and other channels.
- Design AI-powered agents in Microsoft Copilot Studio that can understand interactions, reason over enterprise knowledge and take appropriate actions.
- Develop automation that combines deterministic workflows with AI to identify, progress and resolve repeatable IT support scenarios.
- Build secure integrations between Dynamics 365 and platforms such as ServiceNow, telephony/CTI and other enterprise applications using APIs, connectors and Azure integration services.
- Apply engineering practices across source control, CI/CD, testing, deployment, observability and application lifecycle management.
- Build appropriate security, exception handling, auditing, guardrails and human escalation into production automation and AI.
- Use telemetry and operational insights to troubleshoot solutions and continuously improve the capabilities owned by the squad.
Requirements
- Strong hands-on Dynamics 365 engineering capability combined with an automation mindset and an interest in building AI that works safely in production.
- Comfortable moving between low-code and pro-code development and connecting solutions with complex enterprise systems.
- Hands-on experience with Microsoft Dynamics 365 Customer Service, Contact Centre or Omnichannel, including Dataverse.
- Experience designing or engineering AI agents with Microsoft Copilot Studio, including orchestration, actions, grounding, prompts and tool/API integration.
- Strong Power Platform capability across Power Automate and Power Apps, with experience using C#/.NET, plugins and JavaScript/TypeScript where appropriate.
- Experience designing or engineering AI agents in D365 and Microsoft Copilot Studio, including orchestration, actions, grounding, prompts and tool/API integration.
- Understanding of production AI practices including evaluation, observability, guardrails, human-in-the-loop controls and responsible AI.
- Sound software engineering practices across testing, source control, CI/CD, security, reliability, troubleshooting and maintainable solution design.
Skills
- Dynamics 365
- AI agent
- Automation
- Copilot Studio
- Power Platform
- Azure services
- Enterprise integrations
- Dynamics 365 Customer Service
- Dynamics 365 Contact Centre
- Dynamics 365 Omnichannel
- Dataverse
- Microsoft Copilot Studio
- Power Automate
- Power Apps
- C#/.NET
- Plugins
- JavaScript/TypeScript
- Source control
- CI/CD
- Testing
- Deployment
- Observability
- Application lifecycle management
- Security
- Exception handling
- Auditing
- Guardrails
- Human escalation
- Telemetry
- Operational insights
- Intelligent routing
- Workstreams
- Queues
- Agent workspaces
- Case-management solutions
- Voice
- Chat
- SMS
- Orchestration
- Actions
- Grounding
- Prompts
- Tool/API integration
- Deterministic workflows
- ServiceNow
- Telephony/CTI
- Enterprise applications
- APIs
- Connectors
- Azure integration services
- Production AI practices
- Evaluation
- Human-in-the-loop controls
- Responsible AI
- Reliability
- Troubleshooting
- Maintainable solution design
About the Company
- 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.
Equal Opportunity
- If you require support or adjustments, please let us know.
- For support please contact 1800 989 696.
- 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.
- 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.