Staff Engineer - Chapter Lead, Contact Centre
Core
Lead a small chapter of Staff Engineers to modernize CommSec's contact centre platform using AI, cloud, and CRM technologies, shaping enterprise-scale customer engagement experiences.
Role type
Staff Engineer Chapter Lead (Technical Leadership & Hands-on IC)
Builds
Scalable customer communications platforms, modern APIs, and intelligent workflows for millions of interactions.
Domain
Financial Services (Online Broking/Wealth Management) + Customer Engagement + Generative AI
Deliverable
production ML models | product features
Required skills
Technical leadership of small senior engineering teams, Microsoft Dynamics 365 Customer Service/Omnichannel, React, TypeScript, .NET Core, C#, AWS cloud-native development, event-driven architectures, Generative AI (RAG, prompt engineering, agentic workflows), DevSecOps, mentoring/coaching engineers.
Preferred skills
Experience delivering large-scale transformation programs in regulated environments, deep expertise in contact centre CRM platforms.
Technologies
Microsoft Dynamics 365 Customer Service, Omnichannel, React, TypeScript, .NET Core, C#, AWS, Kubernetes (implied by cloud-native), Docker (implied by microservices), CI/CD tools.
Responsibilities
Provide hands-on technical leadership and architecture design for the contact centre platform, drive adoption of Generative AI and automation, mentor and uplift engineering capability across squads, ensure reliability and security at enterprise scale, influence technology strategy for the Digital & Customer Crew.
Seniority
Senior, hands-on IC with leadership responsibilities
