Principal Software Engineer

Principal Software Engineer – Contact Centre Transformation

Full Stack | Cloud | Enterprise Platforms

Our Vision : We are embarking on a major engineering transformation with a strong focus on full stack engineering, cloud‑native platforms, and DevSecOps excellence. Together, we’re building tomorrow’s bank today—using world‑leading engineering practices, modern technology, and bold innovation to transform how millions of customers connect with us.

Do work that matters : As a Principal Software Engineer, you will play a pivotal role in shaping the technical vision and architecture for a large‑scale Contact Centre transformation across the Group. This is a high‑impact, high‑visibility role, leading the end‑to‑end design and delivery of a modern, cloud‑based contact centre platform that unifies voice and digital messaging channels, integrates deeply with enterprise systems, and embeds AI‑driven capabilities to enhance agent and customer experiences.

You will work at the intersection of architecture, engineering leadership, and platform delivery, guiding multiple squads while influencing product direction with strategic technology partners.

See yourself in our team : The Agent Excellence Crew, part of the Group’s Retail Technology division, is responsible for designing and operating the technology that powers customer interactions across the Group’s Contact Centres. We build and run the voice and messaging platforms that support millions of customer conversations every year. Our mission is to deliver intelligent, seamless, and resilient customer and sales experiences, while meeting the highest standards of security, compliance, and reliability expected in a regulated enterprise.

What you’ll do

• Define and lead the end‑to‑end technical architecture for voice and messaging platforms, backend integrations, and AI‑driven agent augmentation.
• Set technical direction across multiple squads, ensuring solutions are scalable, secure, resilient, and compliant with enterprise standards.
• Design and deliver cloud‑native, high‑performance platforms, leveraging modern API architectures and distributed system patterns.
• Lead system design reviews and establish standards for API strategy, observability, resilience, and operational excellence.
• Operate with a DevSecOps mindset—you build it, you secure it, you test it, and you run it.
• Mentor and uplift Staff Engineers and senior engineers, fostering a culture of engineering excellence, learning, and innovation.
• Partner closely with internal stakeholders and external technology partners, influencing product direction and platform maturity.

Experience with Contact Centre or large‑scale customer interaction platforms is highly regarded but not mandatory.

Leadership & influence

What we’re looking for

Technical expertise

Working with us

Whether you’re passionate about customer service, driven by software engineering, or called by creativity, a career with CommBank is for you.

We support our people with the flexibility to balance where work is done with at least half your time each month connecting in office.

Here, you’ll thrive. You’ll be supported when faced with challenges and empowered to tackle new opportunities. We really love working here, and we think you will too.

If this sounds like you, apply now! If you’re already part of the Commonwealth Bank Group, you’ll need to apply through Sidekick.

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Advertising End Date : 19 / 01 / 2026

Seniority level : Mid‑Senior level

Employment type : Full‑time

Job function : Engineering and Information Technology

Location : Melbourne, Victoria, Australia

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