Staff Engineer - Chapter Lead, Contact Centre

About the role

CommSec is modernising its customer engagement and contact centre platforms with AI, cloud and CRM, and is looking for a Staff Engineer Chapter Lead within the Digital & Customer Crew. You will lead a small chapter of Staff Engineers while staying hands-on with the code, providing technical leadership across a critical customer engagement platform built with Microsoft Dynamics 365 Customer Service, Omnichannel.NET, React, TypeScript and AWS.

Key responsibilities

• Drive end-to-end engineering outcomes, from architecture and solution design through to delivery and operational excellence.
• Build scalable customer communications platforms, modern APIs and intelligent workflows supporting millions of interactions.
• Influence technology strategy across the Crew and champion modern software engineering practices.
• Accelerate the adoption of automation and Generative AI to improve customer and colleague experiences.
• Mentor and coach engineers, guide technical direction and ensure reliability, security and performance at enterprise scale.

Required profile

• Proven experience leading a small team of senior engineers (about 4) while remaining hands-on with design, development and delivery.
• Deep expertise building customer engagement platforms with Microsoft Dynamics 365 Customer Service, Omnichannel or a comparable CRM.
• Strong technical leadership, setting engineering direction and influencing architecture decisions.
• Experience delivering large-scale transformation programs in regulated enterprise environments.
• Passion for Generative AI, RAG, prompt engineering, agentic workflows and intelligent automation.

Required skills

• React, TypeScript.NET Core and C#
• AWS and cloud-native application development
• Event-driven architectures, distributed systems and microservices
• CI/CD, observability and DevSecOps practices
• Prompt engineering, RAG and Generative AI

Candidates already part of the Commonwealth Bank Group must apply through the group's internal application process.