Principal Software Engineer – AI Customer Support Experiences

Job description

We're embarking on an engineering transformation with the key focus on Agentic AI & Chatbot customer support experiences. You have knowledge that spans across development, AI and strategic leadership across a multi crew domain. Together we will build tomorrow’s bank today, using world-leading engineering, technology, and innovation. Do work that matters: Bankwest has a rich heritage. We’re proud to be part of the fabric of Western Australia with a strong culture built on local support. With the support of a strong partner in CBA, we share a belief in the value of our brand, our potential for growth and a big aspirational Vision. As a Principal Software Engineer in the Bankwest Customer Support Experience Crew , you’ll lead the build of next-generation AI-powered support that is always on, deeply personalised, and designed for critical customer moments. This is a hands-on role driving the evolution from NLU-based chatbots to agentic AI systems , engineering intelligent agents that can reason, act, and resolve in real time. You’ll work across a modern .NET ecosystem, leveraging Microsoft Dynamics 365 , Omnichannel , and Copilot Studio , and operating within a multi-cloud architecture...