Dynamics 365 AI & Automation Engineer

Commonwealth Bank; Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

Commonwealth Bank is hiring a Dynamics 365 Software Engineer to advance contact centre, automation and AI capabilities that reduce manual IT support. You’ll work on intelligent routing, omnichannel experiences and AI-powered agents within Copilot Studio, while ensuring scalable, secure integrations across enterprise systems.

You’ll collaborate with engineers to design, build, test and deploy production-grade solutions, embracing low-code and pro-code approaches and aligning with security and

Qualifications

• Hands-on Dynamics 365 engineering with focus on contact centre / omnichannel.
• Experience designing AI agents with Microsoft Copilot Studio.
• Strong Power Platform skills (Power Automate/Power Apps).
• Proficiency with CI/CD, testing and deployment practices.

Responsibilities

• Engineer Dynamics 365 contact centre, customer service, omnichannel and Dataverse capabilities.
• Build intelligent routing, workstreams, queues, agent workspaces and case-management across channels.
• Design AI-powered agents in Microsoft Copilot Studio and integrate tools/APIs.
• Develop automation combining deterministic workflows with AI for IT support scenarios.
• Build secure integrations between Dynamics 365 and external platforms using APIs and Azure services.
• Apply engineering practices across source control, CI/CD, testing, deployment, observability and lifecycle management.
• Incorporate security, auditing, guardrails and human escalation into production automation and AI.
• Use telemetry to troubleshoot and improve squad capabilities.

Skills

Dynamics 365 engineering

Automation mindset

AI in production

Power Platform

CI/CD practices

Observability

Security

Team collaboration

Tools

C#/.NET

JavaScript/TypeScript

Dataverse

Copilot Studio

ServiceNow integration

Azure integration services

Job description

Commonwealth Bank is hiring a Dynamics 365 Software Engineer to advance contact centre, automation and AI capabilities that reduce manual IT support. You’ll work on intelligent routing, omnichannel experiences and AI-powered agents within Copilot Studio, while ensuring scalable, secure integrations across enterprise systems.

You’ll collaborate with engineers to design, build, test and deploy production-grade solutions, embracing low-code and pro-code approaches and aligning with security and