Dynamics 365 Software Engineer - Contact Centre & AI

About the role

CommBank is looking for a Dynamics 365 Software Engineer to join its Contact Centre Intelligence Squad in the Intelligent Digital Experience Centre of Excellence. The role builds Dynamics 365, AI agent and automation capabilities that simplify IT support, working across contact centre, AI and enterprise automation. It sits at the intersection of Dynamics 365, Copilot Studio, Power Platform, Azure services and enterprise integrations.

Key responsibilities

• Design, build, test, deploy and continuously improve production-grade solutions with engineers and squad members.
• Enhance Dynamics 365 Contact Centre, Customer Service, Omnichannel and Dataverse capabilities.
• Build intelligent routing, workstreams, queues, agent workspaces and case-management solutions across voice, chat, SMS and other channels.
• Design AI-powered agents in Microsoft Copilot Studio that understand interactions, reason over enterprise knowledge and take action.
• Develop automation combining deterministic workflows with AI to handle repeatable IT support scenarios.
• Integrate Dynamics 365 with ServiceNow, telephony/CTI and other enterprise apps via APIs, connectors and Azure integration services.
• Apply engineering practices across source control, CI/CD, testing, deployment, observability and application lifecycle management.
• Include security, exception handling, auditing, guardrails and human escalation in production automation and AI.
• Use telemetry and operational insights to troubleshoot and improve solutions.

Required profile

• Hands-on Dynamics 365 engineering with an automation mindset and interest in safe production AI.
• Comfortable moving between low-code and pro-code development and connecting solutions to complex enterprise systems.
• Experience designing or engineering AI agents in Copilot Studio, including orchestration, actions, grounding, prompts and tool/API integration.
• Understanding of production AI practices: evaluation, observability, guardrails, human-in-the-loop controls and responsible AI.

Required skills

• Hands-on experience with Dynamics 365 Customer Service, Contact Centre or Omnichannel, including Dataverse.
• Power Automate and Power Apps, with C#/.NET plugins and JavaScript/TypeScript where appropriate.
• Solid software engineering practices: testing, source control, CI/CD, security, reliability and maintainable design.