Staff Software Engineer - Contact Centre

Job description

We're modernising CommSec contact centres with AI and cloud tech. You have full-stack expertise across .NET, AWS and customer platforms. Together we shape AI-powered customer experiences at scale. Do work that matters : Join the Digital & Customer Crew and lead the transformation of CommSec's customer engagement platform through a major Contact Centre Modernisation program. As a Staff Software Engineer, you'll drive 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. Working on a critical messaging and customer communications platform, you'll design scalable cloud-native solutions, modern APIs and intelligent workflows that support millions of customer interactions while influencing architecture and engineering direction across multiple teams. This is a hands-on technical leadership role where you'll combine modern software engineering, automation and Generative AI to deliver better customer and colleague experiences. Using technologies such as .NET, React, TypeScript, AWS and Dynamics 365 Contact Centre, you'll solve complex challenges at enterprise scale while championing engineering excellence, reliability and security. You'll mentor engineers, shape strategic technology outcomes and help define the future of AI-powered customer engagement at CommBank. 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: 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. Have experience designing, building and operating scalable distributed systems, microservices and event-driven architectures that support high-volume customer interactions. Bring strong expertise in .NET/C#, React, TypeScript, AWS and modern API development, with a passion for building secure, resilient and highly observable platforms. Have experience designing, implementing and configuring contact centre solutions using Microsoft Dynamics 365 Customer Service, Omnichannel and Contact Centre . Experience with other leading customer engagement and contact centre platforms is also valued. Have successfully delivered end-to-end software solutions, embracing a "you build it, you own it" mindset across architecture, development, deployment, reliability and operational excellence. Are excited by the opportunity to 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 to drive quality, security and reliability. Enjoy mentoring engineers, building high-performing teams and engineering practices, and influencing strategic technology outcomes that deliver meaningful customer and business impact. Tech skills We don't expect you to know everything, but experience in several of the following will set you up for success: Full Stack Engineering: Modern front-end and back-end software engineering capability Contact Centre CRM Platform: Microsoft Dynamics 365 Customer Service, Dynamics 365 Omnichannel or other customer engagement and contact centre platforms Demonstrated experience with customer engagement and contact centre technologies is essential. Experience with Microsoft Dynamics 365 (D365) is highly regarded, although expertise across other relevant technology platforms will also be highly valued. Front End: React, TypeScript Back End: .NET, C# Cloud: AWS, cloud-native application development API Development: Modern API development Architecture: Distributed systems, microservices, event-driven architectures Artificial Intelligence: AI-enabled customer experiences, AI-enabled colleague experiences Generative AI: 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 Observability: Monitoring, observability practices Engineering Practices: Engineering excellence, continuous improvement, customer outcomes focus 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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