Principal Engineer – Contact Centre Transformation

Commonwealth Bank

Principal Engineer driving customer and colleague experience transformation through AI-enabled solutions at CommBank. Leading engineering efforts in contact center platforms and AI routing systems.

Posted 5/27/2026full-timeMelbourne • 🇦🇺 AustraliaLeadWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead solution design across APIs, AI agents, channel integration and cloud platforms
Drive connected conversations — preserving customer context, intent and journey across channels
Collaborate across engineering, product and design to ensure cohesive customer journeys and measurable outcomes

Requirements

What you’ll need

Experienced Principal Engineer (or equivalent) with hands-on delivery capability
Strong technical judgement and can lead complex design and troubleshooting
Comfortable working in ambiguity and driving clarity across complex initiatives
Passionate about AI-enabled transformation, balanced with strong focus on reliability and risk management

Benefits

Comp & perks

Health insurance
Professional development
Work-life balance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

API designAI agentscloud platformssolution designtroubleshootingdelivery capabilityreliability managementrisk management

Soft Skills

technical judgementleadershipcollaborationcommunicationdriving clarityworking in ambiguitycustomer focus