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:
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,
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
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: 01/03/2026