Staff Software Engineer - Contact Centre

About the role

CommSec is modernising its contact centres with AI and cloud technology, and is looking for a Staff Software Engineer to join the Digital & Customer Crew. The role leads the technical vision for customer interactions across digital, assisted and AI-enabled channels, with a strong focus on Microsoft Dynamics 365 Customer Service and Omnichannel. It is a hands-on technical leadership position combining software engineering, automation and Generative AI.

Key responsibilities

• Design scalable cloud-native solutions, modern APIs and intelligent workflows for a messaging and customer communications platform supporting millions of customer interactions.
• Influence architecture and engineering direction across multiple teams.
• Mentor engineers, shape strategic technology outcomes and help define the future of AI-powered customer engagement.
• Apply Generative AI, intelligent automation and conversational experiences to improve customer and colleague experiences.

Required profile

• Deep full-stack engineering expertise and a track record of enterprise-scale solutions.
• Hands-on technical leadership, setting engineering direction and leading through expertise.
• Experience designing, building and operating scalable distributed systems, microservices and event-driven architectures.
• End-to-end ownership of software solutions, from architecture to deployment and reliability.
• Excitement for Generative AI and AI-powered customer engagement.
• Champions DevSecOps, CI/CD, automated testing, observability and continuous improvement.
• Enjoys mentoring engineers and building high-performing teams.

Required skills

• Microsoft Dynamics 365 Customer Service, Omnichannel and Contact Centre (essential); other contact centre platforms also valued.
• Front end: React, TypeScript.
• Back end.NET, C#.
• Cloud: AWS, cloud-native application development.
• Modern API development, distributed systems, microservices and event-driven architectures.
• Generative AI concepts, prompt engineering, RAG and agentic workflows.
• DevSecOps, CI/CD, monitoring and observability.