Staff Engineer - Chapter Lead, Contact Centre

Job description

We're modernising customer channels with AI, cloud and CRM. You have people leadership and full-cycle engineering expertise. Together we shape AI-powered experiences at enterprise scale Do work that matters : Join the Digital & Customer Crew and play a pivotal role in CommSec’s Contact Centre Modernisation Program. As a Staff Engineer Chapter Lead , you’ll provide hands-on technical leadership across a critical customer engagement platform, shaping how customers interact through digital, assisted and AI-powered channels. Working with Microsoft Dynamics 365 Customer Service, Omnichannel, .NET, React, TypeScript and AWS, you’ll drive end-to-end engineering outcomes, from architecture and solution design through to delivery and operational excellence. You’ll build scalable customer communications platforms, modern APIs and intelligent workflows that support millions of interactions while influencing technology strategy across the Crew. This is a true technical leadership role where you’ll remain close to the code while leading a small chapter of Staff Engineers. You’ll solve complex engineering challenges, champion modern software engineering practices and accelerate the adoption of automation and Generative AI to improve customer and colleague experiences. Through mentoring, technical guidance and architectural leadership, you’ll uplift engineering capability across multiple squads while ensuring reliability, security and performance at enterprise scale. Your expertise will help define the future of AI-enabled customer engagement and deliver strategic outcomes for one of the organisation’s most significant transformation programs. See yourself in our team: At CommSec, we're transforming how customers connect, invest and get support through a major modernisation of our customer engagement and contact centre platforms. 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. From real-time messaging and omnichannel experiences to intelligent routing and customer communications, the team is creating seamless and personalised experiences that help customers get the right support faster. Working with technologies including Microsoft Dynamics 365 Customer Service, Omnichannel, AWS and modern engineering frameworks, we're building scalable platforms that support millions of customer interactions every year. 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. We’re interested in hearing from people who: Bring proven experience leading a small team of senior engineers while remaining hands-on in software design, development and delivery across the full engineering lifecycle. Have deep expertise building and evolving customer engagement platforms using Microsoft Dynamics 365 Customer Service, Omnichannel, or comparable Contact Centre CRM technologies. Demonstrate strong technical leadership, setting engineering direction, influencing architecture decisions and driving engineering standards across complex enterprise environments. Are highly skilled in modern software engineering with React, TypeScript, .NET Core and C#, delivering scalable applications, APIs and integrated customer experiences. Have experience designing cloud-native solutions on AWS, leveraging event-driven architectures, distributed systems and microservices to support high-volume customer interactions. Champion DevSecOps excellence through automation, CI/CD, observability, reliability engineering and secure-by-design delivery practices. Have a track record of coaching, mentoring and developing engineers, fostering high-performing teams and uplifting engineering capability through technical guidance and leadership. Bring experience delivering large-scale transformation programs, balancing strategic initiatives with operational responsibilities in regulated enterprise environments. Are passionate about applying Generative AI, RAG, prompt engineering, agentic workflows and intelligent automation to create innovative customer and colleague experiences while driving measurable business outcomes. Tech skills We don't expect you to know everything, but experience in several of the following will set you up for success: Leadership: Proven experience leading small senior engineering teams (approximately 4 engineers) while remaining hands-on. CRM Platform: Microsoft Dynamics 365 Customer Service, Omnichannel (essential) or equivalent Contact Centre CRM platform experience. Front End: React, TypeScript. Back End: .NET Core, C#. API Development: Modern API design and delivery. Cloud: AWS and cloud-native application development. Architecture: Event-driven architectures, distributed systems, microservices. AI & GenAI: Prompt engineering, RAG, Generative AI, agentic workflows and intelligent automation. DevSecOps: CI/CD, observability, platform reliability and automation. Enterprise Delivery: Experience working in large, regulated enterprise environments. Technical Leadership: Architecture influence, engineering standards and technical strategy leadership. 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. Advertising End Date: 17/09/2026