Dynamics 365 AI Engineer — Automation & Copilot Studio

Narooma

Australia

Remote

AUD 120,000 - 180,000

Full time

4 days ago

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Job summary

CommBank is seeking a Dynamics 365 Software Engineer to advance contact centre, automation and AI capabilities. You will work on intelligent routing, omnichannel experiences and AI agents that autonomously resolve issues, with a strong focus on enterprise integrations and secure deployments.

You will collaborate with engineers to design, build, test and deploy production-grade solutions, leveraging D365, Copilot Studio and Azure services within the Intelligent Digital Experience Centre of

Qualifications

Hands-on Dynamics 365 engineering experience (Customer Service/Omnichannel).
Experience designing AI agents with Microsoft Copilot Studio and orchestration.
Power Platform experience (Power Automate, Power Apps) with plugins/js/ts in scope.
Strong software engineering practices: CI/CD, testing, security, reliability.

Responsibilities

Engineer and enhance 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 Copilot Studio with enterprise knowledge grounding.
Develop automation combining deterministic workflows with AI to progress IT support scenarios.
Build secure integrations between Dynamics 365 and ServiceNow, CTI, and other enterprise apps.
Apply engineering practices across source control, CI/CD, testing, deployment, observability.
Incorporate security, auditing, guardrails and human escalation into production automation and AI.
Use telemetry and operational insights to troubleshoot solutions and improve squad capabilities.