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Chief Engineer – Contact Centre Transformation
Commonwealth BankChief Engineer leading technology strategy for contact centre transformation at Commonwealth Bank. Build AI-led, customer-focused engagement capabilities to improve service delivery and operational efficiency.
About the role
Key responsibilities & impact- Drive the technology strategy and engineering delivery needed for contact centre transformation.
- Lead the technology aspects of Business Bank's Contact Centre Transformation.
- Work across product, engineering, operations, data, AI, digital channels, service-domain/API teams and vendor partners.
- Build AI-led customer and colleague experiences, including voice and chat.
- Modernise the platform architecture for better customer engagement and operational control.
- Provide technical leadership across teams and set engineering standards.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- Competitive salary
- Flexible work arrangements
- Professional development opportunities
ATS Keywords
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Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI-led transformationplatform architectureengineering standardshigh-availability platformsresilient customer platformsoperational controlservice-domain/APIdata qualityhuman-centred design
Soft Skills
leadershipinfluencecustomer-focusedrisk mindsetcoachingcommunicationclaritymomentumdisciplineteam building