Dynamics 365 (D365) Software Engineer

Commonwealth Bank; Sydney; On-site; AUD 110,000 - 170,000; Full time

Job summary

Commonwealth Bank is seeking a Dynamics 365 Software Engineer for its Contact Centre Intelligence Squad. You will engineer Dynamics 365 contact centre, automation and AI capabilities that reduce manual IT support and enable autonomous resolution across omnichannel experiences.

You will collaborate with engineers to design, build, test, deploy and continuously improve production-grade solutions, integrating with Copilot Studio, Dataverse and Azure services as part of CommBank's GenAI strategy.

Qualifications

• Hands-on Dynamics 365 engineering experience, including customer service and omnichannel.
• Experience designing AI agents and Copilot Studio integrations.
• Strong software engineering practices, CI/CD, testing and observability.

Responsibilities

• Engineer Dynamics 365 Contact Centre, Customer Service and Omnichannel capabilities.
• Build AI-powered and automation features to reduce manual IT support.
• Design and implement secure integrations with enterprise platforms via APIs.
• Develop and improve production-grade automation with CI/CD pipelines.
• Collaborate with engineers to deliver scalable, reliable solutions.

Skills

Dynamics 365 engineering

Automation mindset

Low-code & pro-code

System integration

Dataverse

Tools

Copilot Studio

Azure integration services

ServiceNow

Job description

Dynamics 365 Software Engineer | Contact Centre & AI

• Build Dynamics 365, AI agent and automation capabilities that make IT support simpler, smarter and increasingly autonomous.
• Solve meaningful engineering challenges across contact centre, AI and enterprise automation in a team focused on improving colleague experiences.
• Work at the intersection of Dynamics 365, Copilot Studio, Power Platform, Azure services and enterprise integrations as CommBank continues to advance its technology and AI capabilities.

Do Work That Matters

Join our Contact Centre Intelligence Squad within the Intelligent Digital Experience Centre of Excellence, where we are creating more effortless, intelligent ways for colleagues to access help, resolve issues and interact with workplace technology.

As a Dynamics 365 Software Engineer, you’ll engineer contact centre, automation and AI capabilities that reduce manual IT support and enable issues to be identified, understood and increasingly resolved autonomously. You’ll work across intelligent routing and omnichannel experiences through to AI agents for Quality Assurance, Knowledge Management and Customer Intent.

This work also aligns strongly with CommBank’s broader technology ambition to scale Agentic and GenAI securely and responsibly across the organisation.

See yourself in our team

You’ll work alongside engineers and squad members to design, build, test, deploy and continuously improve production-grade solutions.

You will:

• Engineer and enhance Dynamics 365 Contact Centre, Customer Service, Omnichannel and Dataverse capabilities.
• Build intelligent routing, workstreams, queues, agent workspaces and case‑management solutions across voice, chat, SMS and other channels.
• Design AI-powered agents in Microsoft Copilot Studio that can understand interactions, reason over enterprise knowledge and take appropriate actions.
• Develop automation that combines deterministic workflows with AI to identify, progress and resolve repeatable IT support scenarios.
• Build secure integrations between Dynamics 365 and platforms such as ServiceNow, telephony/CTI and other enterprise applications using APIs, connectors and Azure integration services.
• Apply engineering practices across source control, CI/CD, testing, deployment, observability and application lifecycle management.
• Build appropriate security, exception handling, auditing, guardrails and human escalation into production automation and AI.
• Use telemetry and operational insights to troubleshoot solutions and continuously improve the capabilities owned by the squad.

We’re interested in hearing from people who:

Will bring strong hands‑on Dynamics 365 engineering capability combined with an automation mindset and an interest in building AI that works safely in production. You’re comfortable moving between low‑code and pro‑code development and connecting solutions with complex enterprise systems.

• Hands‑on experience with Microsoft Dynamics 365 Customer Service, Contact Centre or Omnichannel, including Dataverse.
• Experience designing or engineering AI agents with Microsoft Copilot Studio, including orchestration, actions, grounding, prompts and tool/API integration.
• Experience designing or engineering AI agents in D365 and Microsoft Copilot Studio, including orchestration, actions, grounding, prompts and tool/API integration.
• Understanding of production AI practices including evaluation, observability, guardrails, human‑in‑the‑loop controls and responsible AI.
• Sound software engineering practices across testing, source control, CI/CD, security, reliability, troubleshooting and maintainable solution design.

Working with us:

At CommBank, we're committed to creating an accessible, inclusive and respectful workplace. If you require support or adjustments, please let us know. We welcome applications from people of all backgrounds and we're particularly committed to making a positive difference for Aboriginal and/or Torres Strait Islander Peoples. For support please contact 1800 989 ***.