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 supporting millions of interactions.
Domain
Financial Services (Wealth Management/Broking) + 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 and coaching
Preferred skills
Experience delivering large-scale transformation programs in regulated environments, Architecture influence, Engineering standards definition
Technologies
Microsoft Dynamics 365, Omnichannel, React, TypeScript, .NET Core, C#, AWS, Kubernetes (implied by cloud-native), Docker (implied) (via careerplan.io/jobs/REQ262781-staff-engineer-chapter-lead-contact-centre-at-cba)
Responsibilities
Provide hands-on technical leadership and architecture design for the contact centre platform, Drive adoption of Generative AI and automation to improve customer experiences, Mentor and uplift engineering capability across multiple squads, Ensure reliability, security, and performance at enterprise scale, Influence technology strategy across the Digital & Customer Crew
Seniority
Senior, hands-on IC with leadership responsibilities
