Dynamics 365 AI & Automation Engineer

CommBank

Sydney

On-site

AUD 120,000 - 170,000

Full time

5 days ago

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Job summary

CommBank is seeking a Dynamics 365 Software Engineer to help build contact centre, automation and AI capabilities that reduce manual IT support and enable issues to be identified and resolved autonomously. You’ll design and implement solutions across Dynamics 365 Customer Service, Dataverse and AI-powered agents to enhance omnichannel experiences.

You’ll work with a squad to engineer production-grade integrations, AI-enabled workflows and secure, scalable automation, aligning with the bank’s

Qualifications

Hands-on Dynamics 365 engineering experience across Customer Service, Contact Centre or Omnichannel.
Experience designing or engineering AI agents with Copilot Studio, including orchestration and tool integration.
Understanding production AI practices, observability, guardrails and responsible AI.

Responsibilities

Engineer Dynamics 365 Contact Centre, Customer Service and Omnichannel capabilities.
Build intelligent routing, queues, agent workspaces and case-management across channels.
Design AI-powered agents in Copilot Studio with grounding, prompts and tool integration.
Develop automation combining deterministic workflows with AI to handle IT support scenarios.
Build secure integrations between Dynamics 365 and enterprise apps using APIs and Azure services.
Apply engineering practices across CI/CD, testing, deployment and observability.