Principal Software Engineer- AI Self Service

Location: Sydney CBD Area, Melbourne, VIC - 357 Collins Street

Time Type: Full time

Job Description

Principal Software Engineer- AI Self Service

• Lead one of the bank’s most strategic AI transformations — shaping next-generation chat and voice experiences powered by agentic AI at massive scale
• Build and deploy real-world AI agents in production — working hands-on with cutting-edge patterns like RAG, tool calling, and orchestration workflows
• Operate at principal level with true influence — driving architecture, uplifting engineering standards, and shaping the future of conversational banking across multiple squads

You are passionate about building intelligent, resilient, and always-available platforms that power customer conversations at scale. You thrive at the intersection of engineering excellence and AI innovation, shaping technical direction while staying close to complex, hands-on delivery.

Do work that matters

We’re on a mission to transform tomorrow’s bank today. Our Customer Service Delivery (CSD) team is reimagining how millions of customers interact with the bank across self-service and assisted channels.

 The Galaxy Programme is a three-year strategic initiative enabling AI across all CSD channels — spanning customer, support, and assist experiences. At its core is the transformation of our self-service capabilities through advanced chat and voice bots, moving from legacy IVR to intelligent, AI-powered conversational platforms.

As a Principal Engineer in AI Self-Service, you’ll play a critical role in shaping the future of conversational banking. Your primary focus will be leading the engineering direction of our voice bot platform, driving the migration from our legacy Genesys IVR to a modern, AI-enabled solution.

See yourself in our team

You’ll join the Self-Service Experiences crew — a growing, high-impact engineering group.

Our crew is responsible for:

• Customer chat and voice bots
• Agentic orchestration and generative AI enablement
• Multilingual and multimodal conversational capabilities
• Seamless handoffs between self-service and agent experiences

We work closely with the Agent Experiences crew and broader Contact Centre transformation teams to ensure consistent, intelligent, and reliable customer journeys across automated and assisted channels.

As Principal Engineer, you’ll operate across two squads, partnering closely with other engineering leaders to uplift standards, drive technical objectives, and modernise our architecture.

What you’ll do

• Provide technical leadership and architectural direction across AI Self-Service, with a strong focus on voice bot migration
• Lead the transition from legacy IVR to an AI-enabled voice platform, ensuring stability, scalability, and cost efficiency
• Design low-latency, highly available conversational systems suitable for high-volume voice interactions
• Drive enterprise-aligned architecture decisions, respecting service domain boundaries and integration patterns
• Advance agentic orchestration and generative AI capabilities within chat and voice experiences
• Uplift engineering practices across squads — including CI/CD, DevSecOps, testing, observability, and reliability
• Embed security, risk, and compliance considerations into conversational and AI system design
• Mentor engineers and influence technical strategy across crews without formal authority

What we’re looking for

We’re interested in hearing from people who have:

• Hands-on experience designing and building AI agents and agentic systems — including agent loops, Retrieval-Augmented Generation (RAG), tool/function calling, and orchestration workflows in production environments
• Proven experience delivering large-scale, distributed systems in complex or regulated environments
• Strong backend engineering experience (with full-stack exposure advantageous)
• Experience building and operating microservices in cloud-native environments
• A deep appreciation for performance and latency considerations — particularly in real-time or voice-based systems
• Experience modernising legacy platforms while balancing delivery risk and operational stability
• The ability to operate across multiple squads and influence technical outcomes at crew level
• Strong enterprise architecture awareness, including domain boundaries and integration complexity

Highly regarded:

• Experience with conversational AI, voice platforms, or contact centre technologies
• Exposure to generative AI platforms (e.g., OpenAI, Copilot Studio) and agentic orchestration patterns
• Experience supporting high-volume, customer-facing digital or conversational platforms

Skills & technologies

We use a broad range of tools and platforms. You don’t need to know them all, but experience with some of the following will set you up for success:

Backend & Services:

• .NET / C# or,
• Node.js or, 
• Any other programming language such as Python or Java etc.

Cloud:

• Azure and/or AWS (experience with any major cloud provider is valued)

Architecture & Engineering:

• Microservices and API-driven design
• DevSecOps practices
• CI/CD pipelines
• Observability and operational readiness

AI & Automation (desirable):

• Generative AI platforms
• Conversational AI frameworks
• Agentic orchestration patterns

If you’re excited by the challenge of transforming conversational banking at scale — and want to lead one of the most visible AI modernisation initiatives in the bank — we’d love to hear from you.

Apply today!