Principal Software Engineer, Customer Channels and Data

cba

Sydney

On-site

AUD 180,000 - 260,000

Full time

3 days ago

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Job summary

CommBank is seeking a Principal Software Engineer to lead AI-enabled customer and banker experiences within Business Banking Technology. This role focuses on CRM, engagement platforms and workflows across Sydney/Melbourne, shaping platform strategy and technology investments at enterprise scale.

You'll drive architecture decisions, establish reusable patterns, and mentor engineers while ensuring security and responsible AI practices are embedded in delivery.

Qualifications

Experience operating as a Principal Engineer, Lead Engineer or senior technical leader within complex enterprise environments.
Proven track record designing and delivering large-scale distributed systems and platform capabilities.
Ability to influence senior stakeholders across engineering, product, architecture, risk and business teams.
Strong mentoring and coaching capability, with a passion for growing engineering talent.

Responsibilities

Lead the design, evolution and delivery of scalable, resilient platforms supporting customer and banker experiences.
Drive architecture and engineering decisions across multiple squads and technology domains.
Establish reusable engineering patterns, frameworks and standards that improve delivery speed and quality.
Shape platform strategy across cloud, APIs, customer engagement services, workflow orchestration and AI-enabled capabilities.
Champion modern engineering practices including DevSecOps, observability, CI/CD and automated testing.
Partner with product, architecture, risk and business stakeholders to deliver meaningful customer and business outcomes.
Ensure security, privacy, operational resilience and responsible AI principles are embedded into platform design and delivery.
Mentor engineers, influence technical strategy and foster a culture of engineering excellence.

Skills

Distributed systems

API-first architectures

Microservices

DDD

Platform engineering

Enterprise integration patterns

DevSecOps

Observability

CI/CD

Automated testing

Tools

Cloud platforms

APIs

Job description

Principal Software Engineer, Customer Channels and Data
Business Banking Technology

*Sydney & Melbourne locations*

Lead the technology strategy behind AI-enabled customer and banker experiences.

Shape the future of CRM, customer engagement and workflow platforms across Business Banking.

Influence engineering direction, platform strategy and technology investment at enterprise scale.

Do work that matters

At CommBank, we're transforming how customers and bankers connect across digital, assisted and AI-enabled channels.

The CRM & Banker Experience Platform sits at the centre of this transformation, providing the capabilities that power customer engagement, banker workflows and intelligent service experiences across Business Banking.

As a Principal Engineer, you'll help define the future architecture of these platforms while remaining close enough to delivery to influence how they're built. You'll work across AI, CRM, workflow orchestration, cloud platforms and customer engagement services, solving complex challenges that improve both customer and colleague experiences.

This is a unique opportunity to shape the evolution of an AI-first, human-amplified engagement model where customers can move seamlessly between channels and colleagues are equipped with the right tools, insights and expertise at the right time.

See yourself in our team

Business Banking Technology executes the Technology Strategy across Business Banking through world-leading application of technology and operations. We partner closely with the business to solve real-world problems using data and AI-driven insights, resilient platforms and modern engineering practices, delivering customer value at speed and scale.

You'll provide technical leadership across a domain responsible for:

CRM and customer engagement platforms
Banker experience and workbench capabilities
Workflow and orchestration services
AI-assisted customer and colleague experiences
Shared platform services supporting Business Banking journeys

Working closely with engineers, architects, product leaders, delivery teams and business stakeholders, you'll help shape platform strategy while lifting engineering capability across the organisation.

What you'll do

Lead the design, evolution and delivery of scalable, resilient platforms supporting customer and banker experiences.
Drive architecture and engineering decisions across multiple squads and technology domains.
Establish reusable engineering patterns, frameworks and standards that improve delivery speed and quality.
Shape platform strategy across cloud, APIs, customer engagement services, workflow orchestration and AI-enabled capabilities.
Champion modern engineering practices including DevSecOps, observability, CI/CD and automated testing.
Partner with product, architecture, risk and business stakeholders to deliver meaningful customer and business outcomes.
Ensure security, privacy, operational resilience and responsible AI principles are embedded into platform design and delivery.
Mentor engineers, influence technical strategy and foster a culture of engineering excellence.

We’re interested in hearing from people who have

Experience operating as a Principal Engineer, Lead Engineer or senior technical leader within complex enterprise environments.
A strong track record designing and delivering large-scale distributed systems and platform capabilities.
Strong engineering judgement with the ability to balance strategic thinking and hands-on technical leadership.
Experience leading architecture decisions across cloud-native, API-driven or customer-facing platforms.
The ability to influence senior stakeholders across engineering, product, architecture, risk and business teams.
Experience establishing engineering standards, reusable patterns and platform strategies across multiple teams.
Strong mentoring and coaching capability, with a passion for growing engineering talent.
Curiosity and enthusiasm for AI-enabled customer experiences, automation and modern digital platforms.
Experience within CRM, customer engagement, workflow, contact centre, digital servicing or banking environments is highly regarded but not essential.

Technical skills

We value deep engineering expertise and technology leadership over experience in any specific technology stack. Experience with some of the following will help you succeed.

Engineering & Architecture