Staff Engineer Chapter Lead: AI-Powered CX Architect

Commonwealth Bank; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Commonwealth Bank’s CommSec team is modernising its contact centre and customer engagement platforms. This Staff Engineer Chapter Lead role blends hands-on software design with architectural leadership across Dynamics 365, Omnichannel, AWS and modern tech stacks to enable scalable AI-powered experiences.

You will mentor engineers, define engineering standards, and drive delivery in a regulated enterprise setting, while shaping the future of AI-enabled customer engagements.

Qualifications

• Lead a small team of senior engineers while remaining hands-on.
• Expertise in customer engagement platforms and CRM tech.
• Strong leadership, architecture decisions, and standards across enterprise environments.
• Experience with React, TypeScript, .NET Core and C# for scalable applications and APIs.
• Cloud-native design on AWS with microservices and event-driven architectures.
• Champion DevSecOps practices, automation, and reliable delivery.

Responsibilities

• Provide hands-on technical leadership across a critical customer engagement platform.
• Drive end-to-end engineering outcomes from architecture to delivery.
• Mentor and uplift engineering capability across squads.
• Define and influence architecture decisions and engineering standards.
• Lead complex enterprise programs with focus on reliability, security and performance.

Skills

People leadership

Full-cycle engineering

Technical leadership

Mentoring engineers

Cloud-native thinking

Tools

Microsoft Dynamics 365 Customer Service

Omnichannel

React

TypeScript

.NET Core

C#

AWS

CI/CD

Observability

Job description

Commonwealth Bank’s CommSec team is modernising its contact centre and customer engagement platforms. This Staff Engineer Chapter Lead role blends hands-on software design with architectural leadership across Dynamics 365, Omnichannel, AWS and modern tech stacks to enable scalable AI-powered experiences.

You will mentor engineers, define engineering standards, and drive delivery in a regulated enterprise setting, while shaping the future of AI-enabled customer engagements.