Principal Engineer - Contact Centre Transformation

Job description

Principal Engineer – Contact Centre Transformation Do work that matters: At CommBank, we’re reshaping how customers, bankers and frontline teams engage across voice, chat, digital and assisted channels. The contact centre sits at the core of this transformation — connecting customer journeys with assisted and AI-driven servicing experiences across Business Bank. Today, customer journeys are often fragmented across channels, systems and teams. Our ambition is to create an AI-first, human-amplified engagement model — where customers can move seamlessly between channels without losing context, and frontline teams are empowered with the right tools and insights to deliver better outcomes. As a Principal Engineer , you will design, build and scale the core capabilities that bring this vision to life — spanning contact centre platforms, AI voice and chat, and customer experience orchestration . See yourself in the team: You’ll be a senior technology leader driving solution design, engineering execution and technical strategy across complex, multi-channel customer experiences. This role plays a critical part in: You’ll work closely with product, design, data and engineering teams to deliv...