Chief Engineer - Contact Centre Transformation

Chief Engineer Contact Centre Transformation

Do work that matters:

Commonwealth Bank's Business Bank is reshaping how customers, bankers and frontline teams engage across voice, chat, digital and assisted channels. The contact centre is the service backbone that connects customer channels with assisted-channel experiences across the broader Business Bank servicing ecosystem.

Today, many customer journeys are fragmented across channels, queues, systems and teams. That creates a poorer experience for customers and adds unnecessary complexity for frontline colleagues. The future state is an AI-first, human-amplified engagement model where customers can move between channels without losing context, and frontline teams can quickly bring the right expertise into each interaction.

As a Chief Engineer, you will drive the technology strategy and engineering delivery needed to make this real. You will help Business Bank build, operate and continually improve a federated contact centre platform that safely combines Microsoft Dynamics 365 Contact Centre, channel integration, conversation management, AI voice and chat agents, agent assist, workforce management, quality assurance, reporting, service APIs and governed knowledge sources.

See yourself in our team

You will be the senior engineering leader for the technology aspects of Business Bank's Contact Centre Transformation. You will work across product, engineering, operations, data, AI, digital channels, service-domain/API teams and vendor partners to turn this vision into production-grade capability.

The role spans three transformation horizons:

• Build AI-led customer and colleague experiences, including voice and chat, Assisted Channel Experience, agent assist and specialist AI-assisted servicing capabilities.
• Establish the federated Business Bank operating model for Dynamics 365 Contact Centre, including configuration, routing, skills, voice bots, queue management, quality assurance, workforce management, reporting and operational controls.
• Modernise the platform architecture so connected conversations, channel switching, context preservation, right-first-time routing, governed knowledge and reusable AI-agent capabilities can be delivered safely and continuously.
• Your impact and contribution

You will provide technical leadership across transformation teams, platform operations and partner teams, setting the architecture, engineering standards and delivery patterns for a critical customer contact platform. You will help the business deliver measurable outcomes, including reducing contact centre demand, improving customer satisfaction, increasing colleague engagement and enabling faster, safer change.

You will be accountable for the technical direction of the contact centre platform across migration, transformation and run. This includes migration from legacy contact centre and channel technologies to Dynamics 365 Contact Centre, while designing for end-of-support constraints, operational resilience, customer protection and regulatory obligations.

You will move comfortably between strategic architecture and hands-on engineering judgement. One day you may be explaining the platform roadmap to senior executives; the next you may be working with engineers on API design, channel events, Dynamics 365 application lifecycle management, test automation, observability, failover patterns, AI-agent evaluation or the controls needed for AI-enabled servicing.

Key responsibilities:

• Own the technical strategy for Business Bank Contact Centre Transformation, covering target architecture, transition states, engineering roadmap and platform guardrails.
• Lead engineering across voice platform integration, contact centre UX, and agent/transformation teams to deliver cohesive platform capability (not siloed features).
• Define safe integration patterns across Dynamics 365, conversation orchestration, agent services, AI agents, assisted channels, digital banking channels, APIs and enterprise data platforms.
• Establish patterns for connected conversations, context/state management, channel switching, handoffs, routing, agent assist and single-source-of-truth knowledge.
• Partner with product, design, data science and process teams to ensure technology decisions align to measurable customer, colleague and business outcomes.
• Build engineering foundations for safe, fast change (DevSecOps, CI/CD, automated testing, D365 lifecycle management, environments, release controls and production gates).
• Uplift reliability and resilience through SLOs, observability, monitoring, incident response, runbooks, failover, rollback and recovery practices.
• Embed strong risk and control design across the platform (APRA CPS 230, privacy, security, model risk, responsible AI, auditability).
• Guide AI evolution across voice, chat and expert agents (assurance, evaluation, quality thresholds, traceability, escalation, knowledge governance and support).
• Collaborate with platform partners and internal teams to address limitations, simplify the tech estate and reduce operational complexity.
• Coach engineers and tech leads, raising standards in engineering quality, architectural discipline, customer focus and pragmatic delivery.
• Influence senior stakeholders across Business Bank, Technology, Data/AI, Risk, Operations and Product to align priorities, dependencies and trade-offs.

We are interested in hearing from people who:

• Experienced Chief Engineer or senior tech leader with large-scale transformation experience in regulated environments.
• Strong in ambiguity; able to create clarity, momentum and disciplined delivery.
• Proven experience operating high-availability, resilient customer platforms with strong controls.
• Able to lead through influence across teams, domains and vendors without direct authority.
• Customer-focused; connects technical decisions to outcomes (contact reduction, CX, EX, trust, business value).
• Strong risk mindset across operational risk, security, privacy, compliance and governance.
• Passionate about AI-led transformation, grounded in reliability, observability, data quality and human-centred design.
• Able to operate across both business solutions and reusable platform thinking; adapts communication by audience.
• Builds strong teams through coaching, engineering excellence and a culture of ownership and learning

Nice to have experience:

• Deep understanding of contact centre and servicing ecosystems (channels, routing, workflows, identity, knowledge, agent desktop).

Working with us:

At CommBank, we never lose sight of the role we play in support our customers' financial wellbeing. Our focus is to help people and businesses move forward, make better financial decisions and achieve their goals. In this role, you will help engineer one of the most important shifts in how Business Bank supports customers: moving from fragmented service interactions to intelligent, connected and trusted customer outcomes.

We are looking for someone who can lead with judgement, curiosity and ownership; someone who can bring people with them through complex change; and someone who wants to build technology that customers and colleagues can rely on when it matters.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.