You’re passionate about building intelligent, resilient, and always-available platforms that power customer conversations at scale. You thrive at the intersection of engineering excellence and AI innovation, shaping technical direction while staying close to complex, hands-on delivery. Do work that matters We’re on a mission to transform tomorrow’s bank today. Our Customer Service Delivery (CSD) team is reimagining how millions of customers interact with the bank across self-service and assisted channels. The Galaxy Programme is a three-year strategic initiative enabling AI across all CSD channels — spanning customer, support, and assist experiences. At its core is the transformation of our self-service capabilities through advanced chat and voice bots, moving from legacy IVR to intelligent, AI-powered conversational platforms. As a Staff Software Engineer in AI Self-Service, you’ll play a key role in shaping the future of conversational banking. Your primary focus will be driving the engineering direction of our voice bot platform, supporting the migration from our legacy Genesys IVR to a modern, AI-enabled solution — with a strong emphasis on delivery excellence, reliability, and pragmatic architecture. See yourself in our team You’ll join the Self-Service Experiences crew — a growing, high-impact engineering group. Our crew is responsible for: Customer chat and voice botsAgentic orchestration and generative AI enablementMultilingual and multimodal conversational capabilitiesSeamless handoffs between self-service and agent experiences We work closely with the Agent Experiences crew and broader Contact Centre transformation teams to ensure consistent, intelligent, and reliable customer journeys across automated and assisted channels. As a Staff Engineer, you’ll typically operate across a squad (and at times across squads), partnering closely with engineers, product, and other technical leaders to uplift standards, deliver key technical outcomes, and modernise our architecture while staying hands-on. What you’ll do Provide technical leadership and strong hands-on engineering across AI Self-Service, with a focus on voice bot migrationDrive the transition from legacy IVR to an AI-enabled voice platform, ensuring stability, scalability, and cost efficiencyDesign and build low-latency, highly available conversational systems suitable for high-volume voice interactionsLead solution design within your domain, aligning with enterprise patterns and integration boundariesContribute to agentic orchestration and generative AI capabilities within chat and voice experiencesUplift engineering practices — including CI/CD, DevSecOps, testing, observability, and reliabilityEmbed security, risk, and compliance considerations into conversational and AI system designMentor engineers and influence technical outcomes through collaboration, coaching, and pragmatic decision-making What we’re looking for We’re interested in hearing from people who have: Strong experience delivering large-scale, distributed systems in complex or regulated environmentsStrong backend engineering experience (with full-stack exposure advantageous)Experience building and operating microservices in cloud-native environmentsA deep appreciation for performance and latency considerations — particularly in real-time or voice-based systemsExperience modernising legacy platforms while balancing delivery risk and operational stabilityThe ability to lead technical outcomes within a squad and influence across adjacent teamsSolid architecture awareness, including service/domain boundaries and integration complexity Highly regarded: Experience with conversational AI, voice platforms, or contact centre technologiesExposure to generative AI platforms (e.g., OpenAI, Copilot Studio) and agentic orchestration patternsExperience supporting high-volume, customer-facing digital or conversational platforms Skills & technologies We use a broad range of tools and platforms. You don’t need to know them all, but experience with some of the following will set you up for success: Backend & Services: .NET / C# (must-have)Experience with any other programming language such as Python is good to have Cloud: Azure and/or AWS (experience with any major cloud provider is valued) Architecture & Engineering: Microservices and API-driven designDevSecOps practicesCI/CD pipelinesObservability and operational readiness AI & Automation (desirable): Generative AI platformsConversational AI frameworksAgentic orchestration patterns If you’re excited by the challenge of transforming conversational banking at scale — and want to help lead one of the most visible AI modernisation initiatives in the bank — we’d love to hear from you. Apply today! If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career. 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