Principal Engineer - Contact Centre Transformation
CommBank
Principal engineer with hands-on delivery capability
Contact centre as a service (ccaas) platform expertise
Ai voice and chat solution design
This role leads the engineering transformation to create an AI-first, human-amplified engagement model connecting fragmented customer journeys across voice, chat, and digital channels
Job Summary
This role leads the engineering transformation to create an AI-first, human-amplified engagement model connecting fragmented customer journeys across voice, chat, and digital channels.
The Principal Engineer will drive solution design for AI agent orchestration, voice bots, and channel switching while ensuring solutions are secure, reliable, and production-ready from day one.
You will collaborate with product, design, and data teams to deliver measurable outcomes in AI-led contact reduction and improved frontline experiences within the Business Bank division.
Matching Summary
This role leads the engineering transformation to create an AI-first, human-amplified engagement model connecting fragmented customer journeys across voice, chat, and digital channels.
Skills & Requirements
Must-have
Principal Engineer with hands-on delivery capability
Contact Centre as a Service (CCaaS) platform expertise
AI voice and chat solution design
Distributed systems and API architecture
DevSecOps and CI/CD implementation
Customer journey orchestration across channels
Nice-to-have
Experience with Dynamics 365 Contact Centre
Knowledge of LLM integration and RAG
Prompt engineering and model monitoring skills
Influence across risk and business stakeholders
Passion for responsible AI and privacy controls
Mentoring engineers to uplift team capability
Key Requirements
Experienced Principal Engineer or equivalent
Strong technical judgement for complex distributed systems