Dynamics 365 (D365) Software Engineer
Commonwealth Bank of Australia3 days ago
Sydney, Australia or Melbourne, AustraliaSenior
Responsibilities
- Engineer and 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 using orchestration, enterprise knowledge grounding, prompts, actions and tool/API integrations.
- Develop deterministic and AI-powered automation to identify, progress and resolve repeatable IT support scenarios.
- Build secure integrations between Dynamics 365, ServiceNow, telephony/CTI and other enterprise applications using APIs, connectors and Azure integration services.
- Apply source control, CI/CD, testing, deployment, observability and application lifecycle management practices.
- Implement security, exception handling, auditing, guardrails and human escalation in production automation and AI.
- Use telemetry and operational insights to troubleshoot and continuously improve squad-owned capabilities.
Requirements
- Hands-on experience with Microsoft Dynamics 365 Customer Service, Contact Centre or Omnichannel, including Dataverse.
- Experience designing or engineering AI agents with Microsoft Copilot Studio, including orchestration, actions, grounding, prompts and tool/API integration.
- Strong Power Platform capability across Power Automate and Power Apps.
- Experience with C#/.NET, plugins and JavaScript/TypeScript where appropriate.
- Understanding of production AI practices including evaluation, observability, guardrails, human-in-the-loop controls and responsible AI.
- Sound software engineering practices across testing, source control, CI/CD, security, reliability, troubleshooting and maintainable solution design.
- Ability to work across low-code and pro-code development and connect solutions with complex enterprise systems.
Benefits
- Accessible, inclusive and respectful workplace with support and adjustments available.
- Applications are welcomed from people of all backgrounds, with particular commitment to Aboriginal and/or Torres Strait Islander Peoples.
- Existing Commonwealth Bank Group employees, including Bankwest and x15ventures staff, must apply through Sidekick.
- Advertising end date: 13/11/2026.
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.