Staff Engineer - Chapter Lead, Contact Centre
Commonwealth Bank of Australia1 day ago
Sydney, AustraliaStaff+
Responsibilities
- Provide hands-on technical leadership across CommSec’s contact centre modernisation program.
- Lead architecture, solution design, development, delivery and operational excellence for scalable customer engagement platforms.
- Build modern applications, APIs and intelligent workflows supporting high-volume customer interactions.
- Lead, coach and mentor a small chapter of approximately four Staff Engineers.
- Influence technology strategy, architecture decisions, engineering standards and technical direction across multiple squads.
- Design cloud-native solutions on AWS using event-driven architectures, distributed systems and microservices.
- Drive automation, observability, reliability, secure-by-design delivery and DevSecOps practices.
- Apply Generative AI, RAG, prompt engineering, agentic workflows and intelligent automation to customer and colleague experiences.
Requirements
- Proven experience leading a small team of senior engineers while remaining hands-on across the full software engineering lifecycle.
- Deep experience with Microsoft Dynamics 365 Customer Service, Omnichannel or an equivalent contact centre CRM platform; Omnichannel experience is essential.
- Strong technical leadership in architecture, engineering direction, standards and strategy within complex enterprise environments.
- Strong experience with React, TypeScript, .NET Core and C#.
- Experience designing AWS cloud-native applications using event-driven architectures, distributed systems and microservices.
- Experience with modern API design and delivery.
- Experience with CI/CD, observability, platform reliability, automation and secure-by-design delivery.
- A track record of coaching, mentoring and developing engineers.
- Experience delivering large-scale transformation programs in regulated enterprise environments.
- Experience with prompt engineering, RAG, Generative AI, agentic workflows or intelligent automation is valuable.
Tech Stack
Categories
About Commonwealth Bank of Australia
Commonwealth Bank of Australia is an ASX-listed bank headquartered in Sydney that provides retail, business, and institutional banking, payments, and wealth services across Australia. Its offerings include transaction and savings accounts, home and business lending, cards, merchant services, digital banking, superannuation, and investment platforms such as CommSec. Founded in 1911, the bank serves millions of customers through branches, contact centres, and online channels.