Staff Software Engineer - Contact Centre

Location: Sydney CBD Area

Time Type: Full time

Job Description

Staff Software Engineer – Contact Centre Squad

CommSec Digital & Customer Crew

Shape the future of AI-powered customer Engagement.
 

At CommBank, we're building the next generation of customer engagement experiences used by millions of Australians.
 

As a Staff Software Engineer, you'll play a key role in modernising how customers connect with CommSec across digital, assisted and AI-enabled channels. You'll help design and deliver intelligent customer experiences that combine modern software engineering, automation and Generative AI to simplify how customers interact with our business.

This is a hands-on technical leadership role for an engineer who enjoys solving complex problems, influencing engineering direction and applying emerging technologies to create better customer and colleague experiences at scale.

What you'll be doing

• Designing and delivering modern customer engagement solutions across digital and contact centre channels.
• Building scalable, cloud-native applications and services using modern engineering practices.
• Applying AI, automation and intelligent workflow capabilities to improve customer and colleague experiences.
• Designing and integrating Generative AI solutions, virtual assistants and intelligent routing capabilities into customer journeys.
• Shaping technical direction and influencing engineering outcomes across multiple teams.
• Driving engineering excellence through automation, observability, security and quality engineering practices.
• Collaborating with Product, Design, Architecture and Engineering teams to solve complex customer problems.
• Supporting operational excellence through platform reliability, monitoring and continuous improvement.
• Mentoring engineers and contributing to a culture of learning, ownership and technical excellence.

What you'll bring:

• Strong full-stack software engineering capability across modern front-end and back-end technologies.
• Experience building cloud-native applications on AWS.
• Strong experience with technologies such as .NET/C#, React, TypeScript and modern API development.
• Microsoft Dynamics 365 Customer Service and Omnichannel
• Experience designing and building distributed systems, microservices and event-driven architectures.
• Experience delivering AI-enabled customer or colleague experiences.
• Understanding of Generative AI concepts, prompt engineering, retrieval-augmented generation (RAG) and emerging agentic workflows.
• Ability to influence technical decisions and lead through expertise rather than authority.
• Passion for engineering excellence, continuous improvement and customer outcomes.
• Modern DevSecOps, CI/CD and observability practices.

Why join us?

This is an opportunity to work on meaningful engineering challenges at enterprise scale, helping shape customer experiences across one of Australia's leading financial institutions.

You'll work with modern technologies, influence engineering direction and play a central role in how CommBank applies AI and intelligent automation to improve customer and colleague experiences. From Generative AI-powered interactions through to next-generation customer engagement platforms, you'll help shape technology that supports millions of customer interactions every year.

Most importantly, you'll have the opportunity to solve complex problems, drive technical excellence and leave a lasting impact beyond your immediate team.

At CommBank, we're committed to creating an inclusive environment where everyone feels valued, supported and empowered to do their best work. We welcome applicants from all backgrounds and experiences and encourage you to apply even if you don't meet every requirement.

If you're excited by building great software, applying AI to real-world customer challenges and influencing technology at scale, we'd love to hear from you.

Advertising End Date: 25/07/2026