Principal Software Engineer- AI Self Service
Lead one of the bank's most strategic AI transformations — shaping next-generation chat and voice experiences powered by agentic AI at massive scale Build and deploy real-world AI agents in production — working hands‐on with cutting‐edge patterns like RAG, tool calling, and orchestration workflows Operate at principal level with true influence — driving architecture, uplifting engineering standards, and shaping the future of conversational banking across multiple squads
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:
* Hands‐on experience designing and building AI agents and agentic systems — including agent loops, Retrieval‐Augmented Generation (RAG), tool/function calling, and orchestration workflows in production environments
* 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, Node.js 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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Whether you're passionate about customer service, driven by data, or called by creativity, a career with CommBank is for you.
Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. One where we're driven by our values, and supported to share ideas, initiatives, and energy.
One where making a positive impact for customers, communities and each other is part of our every day.
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.
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