Principal Software Engineer, Customer Channels, Data & AI

Principal Software Engineer, Customer Channels, Data & AI - Business Banking Technology

Multiple Roles

Sydney & Melbourne locations

• Lead the technology strategy behind AI-enabled customer and banker experiences.
• Shape the future of CRM, customer engagement and workflow platforms across Business Banking.
• Influence engineering direction, platform strategy and technology investment at enterprise scale.

Do work that matters

At CommBank, we're transforming how customers and bankers connect across digital, assisted and AI-enabled channels.

The CRM & Banker Experience Platform sits at the centre of this transformation, providing the capabilities that power customer engagement, banker workflows and intelligent service experiences across Business Banking.

As a Principal Engineer, you'll help define the future architecture of these platforms while remaining close enough to delivery to influence how they're built. You'll work across AI, CRM, workflow orchestration, cloud platforms and customer engagement services, solving complex challenges that improve both customer and colleague experiences.

This is a unique opportunity to shape the evolution of an AI-first, human amplified engagement model where customers can move seamlessly between channels and colleagues are equipped with the right tools, insights and expertise at the right time.

Responsibilities

• Lead the design, evolution and delivery of scalable, resilient platforms supporting customer and banker experiences.
• Drive architecture and engineering decisions across multiple squads and technology domains.
• Establish reusable engineering patterns, frameworks and standards that improve delivery speed and quality.
• Shape platform strategy across cloud, APIs, customer engagement services, workflow orchestration and AI-enabled capabilities.
• Champion modern engineering practices including DevSecOps, observability, CI/CD and automated testing.
• Partner with product, architecture, risk and business stakeholders to deliver meaningful customer and business outcomes.
• Ensure security, privacy, operational resilience and responsible AI principles are embedded into platform design and delivery.
• Mentor engineers, influence technical strategy and foster a culture of engineering excellence.

Qualifications

• Experience operating as a Principal Engineer, Lead Engineer or senior technical leader within complex enterprise environments.
• A strong track record designing and delivering large scale distributed systems and platform capabilities.
• Strong engineering judgement with the ability to balance strategic thinking and hands on technical leadership.
• Experience leading architecture decisions across cloud native, API driven or customer facing platforms.
• The ability to influence senior stakeholders across engineering, product, architecture, risk and business teams.
• Experience establishing engineering standards, reusable patterns and platform strategies across multiple teams.
• Strong mentoring and coaching capability, with a passion for growing engineering talent.
• Curiosity and enthusiasm for AI-enabled customer experiences, automation and modern digital platforms.
• Experience within CRM, customer engagement, workflow, contact centre, digital servicing or banking environments is highly regarded but not essential.

Technical Skills Engineering & Architecture

• Designing and delivering distributed systems at scale
• API first and event driven architectures
• Microservices and Domain Driven Design (DDD)
• Platform engineering and service oriented design
• Enterprise integration patterns
• Modern software engineering practices and architecture governance

AI, Data & Intelligent Experiences

• AI enabled applications and customer experiences
• Large Language Models (LLMs)
• AI agent architectures
• Retrieval Augmented Generation (RAG)
• Responsible AI controls and governance
• Model evaluation, monitoring and operationalisation

Cloud & Platform Engineering

• AWS
• Kubernetes
• Docker
• Infrastructure as Code (Terraform or CloudFormation)
• CI/CD and deployment automation
• Cloud native architecture patterns

Engineering Excellence

• DevSecOps and secure by design engineering
• Automated testing and quality engineering
• Observability, monitoring and operational resilience
• Production platform ownership
• Incident management and reliability engineering
• Agile delivery practices

Why this role is different

• Lead one of Business Banking's most significant customer and colleague experience transformations.
• Influence how AI is applied to customer engagement and banker experiences at enterprise scale.
• Shape the future architecture of CRM, workflow and engagement platforms used across the bank.
• Drive engineering strategy while remaining connected to delivery and technical decision making.
• Work with senior technology leaders to define the next generation of customer service experiences.
• Solve complex technology challenges that directly improve outcomes for customers and colleagues.