Senior Engineering Manager – Contact Centre Transformation
Engineering Leadership | Platform Delivery | Enterprise Scale
Our Vision
We are undertaking a major engineering transformation to modernise how millions of customers connect with us through voice and digital channels.
Together, we're building tomorrow's bank today—by combining strong engineering fundamentals, modern cloud platforms, and a culture of continuous improvement and innovation.
Do work that matters
As a Senior Engineering Manager, you will lead multiple engineering squads delivering a large-scale Contact Centre transformation across the Group.
This is a high-impact leadership role, responsible for driving engineering delivery, building strong teams, and ensuring platforms meet enterprise standards for security, privacy, resilience, and compliance. You'll work closely with Principal Engineers to align delivery with architectural direction, while partnering with senior stakeholders and strategic technology partners to mature an emerging contact centre platform.
This role suits leaders who thrive in complex, ambiguous environments and enjoy balancing people leadership, delivery accountability, and technical governance at scale.
See yourself in our team
The Agent Excellence Crew, within the Group's Retail Technology division, designs and operates the technology that powers customer interactions across the Group's Contact Centres.
We're responsible for the platforms behind voice and messaging channels that support millions of customer conversations each year. Our mission is to deliver secure, resilient, and intelligent customer and agent experiences, while operating within the rigor of a highly regulated enterprise.
You'll lead teams at the centre of this transformation, shaping both outcomes and culture.
What you'll do
Own engineering delivery across multiple squads building backend integrations, APIs, and AI-enabled platform capabilities.
Lead, mentor, and develop Staff and Senior Engineers, fostering high performance, accountability, and continuous learning.
Ensure teams meet enterprise standards for security, privacy, compliance, and operational resilience.
Shape and continuously improve engineering processes, DevOps practices, and delivery methodologies .
Partner closely with the Principal Engineer on technical strategy, architecture, and prioritisation.
Act as a key engineering representative in cross-group forums and strategic partner engagements.
Create an environment where teams can navigate ambiguity, solve complex problems, and deliver with confidence.
What we're looking for
Technical & delivery background
Strong engineering foundation with deep experience in modern backend platforms .
Experience with .NET-based systems is highly preferred.
Solid understanding of cloud fundamentals (Azure preferred), including hosting, scalability, and resilience.
Proven experience delivering API and integration-heavy platforms at enterprise scale.
Strong grasp of DevOps fundamentals, including CI/CD, observability, and operational readiness (hands‑on infrastructure experience not required).
Leadership & culture
Demonstrated people leadership experience, with a track record of building, mentoring, and retaining strong engineering teams.
High energy, confident communicator with the ability to influence and align diverse stakeholders.
Strong judgement and ability to "read the room" in complex delivery and governance settings.
Experience operating in large, regulated enterprise environments is strongly preferred.
Working with us
This role is based in Sydney, with in‑person collaboration important for team leadership and stakeholder engagement. We support flexible ways of working, balanced with meaningful time together in the office.
If this sounds like you, we'd love to hear from 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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