Senior Software Engineer - D365 Specialist
Commonwealth Bank of Australia2 hours ago
Sydney, AustraliaSenior
Responsibilities
- Lead the design and build of autonomous Dynamics 365 capabilities for Contact Centre Intelligence.
- Develop agentic AI solutions using Microsoft Copilot Studio, Dynamics 365, Dataverse and related Microsoft technologies.
- Build and optimise Dynamics 365 Customer Service case management, including queues, routing, lifecycle, SLAs, knowledge and business process flows.
- Support AI agents across intent, customer knowledge management, quality, case management and workforce management.
- Integrate Dynamics 365 with ServiceNow ITSM, telephony, CTI, CRM and enterprise applications using secure API-driven patterns.
- Translate requirements into solution designs and own delivery through build, testing, deployment, go-live and ongoing operation.
- Contribute to responsible AI, security, data governance and compliance in a regulated banking environment.
- Collaborate across engineering and delivery teams to design, build, test and maintain software solutions.
Requirements
- Deep experience designing, configuring or optimising Dynamics 365 Contact Centre, Customer Service, Omnichannel and Dataverse.
- Strong capability with IVR, intelligent routing, queues, workstreams, agent workspaces and omnichannel engagement across voice, chat, SMS or social channels.
- Experience building Dynamics 365 case management solutions covering lifecycle, routing, SLAs, entitlements, process flows and knowledge.
- Hands-on experience with agentic AI, LLM engineering, Microsoft Copilot Studio, Azure OpenAI or Azure AI Foundry.
- Strong Power Platform pro-code and Dataverse engineering capability, including Power Automate, Power Apps, plugins and web resources.
- Experience with C#/.NET, JavaScript or TypeScript.
- Experience integrating enterprise platforms using Azure architectures, REST APIs, connectors or Azure integration services.
- Ability to lead discovery, shape solution design and deliver through build, test, deployment and continuous improvement.
- Familiarity with regulated environments, responsible AI controls, enterprise security and data governance standards.
Benefits
- Inclusive and accessible workplace with support and adjustments available.
- Applications are welcomed from people of all backgrounds, with a stated commitment to Aboriginal and/or Torres Strait Islander Peoples.
- Existing Commonwealth Bank Group employees must apply through Sidekick with a valid application.
- Advertising end date: 14/09/2026.
Tech Stack
Categories
About Commonwealth Bank of Australia
Australia’s leading provider of financial services including retail, premium, business and institutional banking, funds management, superannuation, insurance, investment and sharebroking products and services. We are a business with more than 800,000 shareholders and over 52,000 employees. We offer a full range of financial services to help all Australians build and manage their finances. Connect with us, we'd like to hear from you: facebook.com/commonwealthbank twitter.com/commbank youtube.com/commbank youtube.com/commbankbusiness instagram.com/commbank Our Community Guidelines can be found at: https://www.commbank.com.au/support/social-networks.html For information on our Privacy Policy visit https://www.commbank.com.au/support/privacy