Principal Software Engineer – Contact Centre Transformation
Full Stack | Cloud | Enterprise Platforms
Our Vision
We are embarking on a major engineering transformation with a strong focus on Full Stack Engineering, cloud-native platforms, and DevSecOps excellence.
Together, we're building tomorrow's bank today—using world-leading engineering practices, modern technology, and bold innovation to transform how millions of customers connect with us.
Do work that matters
As a Principal Software Engineer, you will play a pivotal role in shaping the technical vision and architecture for a large-scale Contact Centre transformation across the Group.
This is a high-impact, high-visibility role, leading the end-to-end design and delivery of a modern, cloud-based contact centre platform that unifies voice and digital messaging channels, integrates deeply with enterprise systems, and embeds AI-driven capabilities to enhance agent and customer experiences.
You will work at the intersection of architecture, engineering leadership, and platform delivery, guiding multiple squads while influencing product direction with strategic technology partners.
See yourself in our team
The Agent Excellence Crew, part of the Group's Retail Technology division, is responsible for designing and operating the technology that powers customer interactions across the Group's Contact Centres.
We build and run the voice and messaging platforms that support millions of customer conversations every year. Our mission is to deliver intelligent, seamless, and resilient customer and sales experiences, while meeting the highest standards of security, compliance, and reliability expected in a regulated enterprise.
You'll join a high-performing engineering team working on complex, ambiguous problems at enterprise scale—where your technical leadership will directly shape how customers connect with us.
What you'll do
* Define and lead the end-to-end technical architecture for voice and messaging platforms, backend integrations, and AI-driven agent augmentation.
* Set technical direction across multiple squads, ensuring solutions are scalable, secure, resilient, and compliant with enterprise standards.
* Design and deliver cloud-native, high-performance platforms, leveraging modern API architectures and distributed system patterns.
* Lead system design reviews and establish standards for API strategy, observability, resilience, and operational excellence.
* Operate with a DevSecOps mindset—you build it, you secure it, you test it, and you run it.
* Mentor and uplift Staff Engineers and senior engineers, fostering a culture of engineering excellence, learning, and innovation.
* Partner closely with internal stakeholders and external technology partners, influencing product direction and platform maturity.
Experience with Contact Centre or large-scale customer interaction platforms is highly regarded but not mandatory.
Leadership & influence
* Proven ability to set technical direction, challenge assumptions, and align multiple teams around a shared architectural vision.
* Strong communicator with confidence engaging senior stakeholders and cross-functional partners.
* Experience operating in complex, regulated enterprise environments.
* Comfortable working with ambiguity and shaping emerging platforms and solutions.
What we're looking for
Technical expertise
* Strong backend engineering foundation, ideally with .NET / .NET Core and C# (or any other tech stack).
* Deep experience designing APIs and integration architectures (GraphQL and REST) for large-scale distributed systems.
* Hands-on experience with cloud platforms (Azure preferred; AWS also suitable) and modern cloud-native architectures.
* Exposure to AI/LLM integration patterns, such as real-time assistance, summarisation, or decision support (formal AI roles not required).
* Experience with frontend technologies such as React or is beneficial but not essential.
* Strong understanding of CI/CD pipelines, infrastructure as code, monitoring, logging, and SRE practices.
* Solid grounding in secure engineering and DevSecOps principles within regulated environments.
* Translate complex business needs into pragmatic, high-quality technical solutions that deliver measurable value.
Working with us:
Whether you're passionate about customer service, driven by software engineering, or called by creativity, a career with CommBank is for you.
We support our people with the flexibility to balance where work is done with at least half your time each month connecting in office.
Here, you'll thrive. You'll be supported when faced with challenges and empowered to tackle new opportunities. We really love working here, and we think you will too.
If this sounds like you, apply now
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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Advertising End Date: 19/01/2026