Principal Software Engineer - AI Customer Support Experiences

{"description": "

• We're embarking on an engineering transformation with the key focus on Agentic AI & Chatbot customer support experiences.
• You have knowledge that spans across development, AI and strategic leadership across a multi crew domain.
• Together we will build tomorrow's bank today, using world-leading engineering, technology, and innovation.

Do work that matters :

Bankwest has a rich heritage. We're proud to be part of the fabric of Western Australia with a strong culture built on local support. With the support of a strong partner in CBA, we share a belief in the value of our brand, our potential for growth and a big aspirational Vision. As a Principal Software Engineer in the Bankwest Customer Support Experience Crew , you'll lead the build of next-generation AI-powered support that is always on, deeply personalised, and designed for critical customer moments.

This is a hands-on role driving the evolution from NLU-based chatbots to agentic AI systems , engineering intelligent agents that can reason, act, and resolve in real time. You'll work across a modern .NET ecosystem, leveraging Microsoft Dynamics 365 , Omnichannel , and Copilot Studio , and operating within a multi-cloud architecture across Azure and AWS to deliver scalable, resilient, 24/7 support solutions that redefine how customers interact with the bank.

Operating across a multi-crew model, you'll act as the SME for the Group's AI chatbot services , building strong strategic, technical, and functional relationships while aligning architecture and delivery at scale. This role combines deep engineering expertise with AI-native system design and strategic leadership, setting the direction for agentic AI adoption and shaping a future where customer support is faster, smarter, and purpose-built through cutting-edge technology.

See yourself in our team:

The Bankwest Customer Support Experience Crew sits at the intersection of modern software engineering, AI, and customer-centric design redefining how customers interact with the bank when it matters most. Their mission is to deliver fast, accurate, and seamless support through intelligent digital experiences, especially in urgent or high-stress moments where trust is critical.

Built on a modern .NET ecosystem and deeply integrated with Microsoft platforms like Dynamics 365, Omnichannel, and Copilot Studio , the crew engineers scalable, resilient solutions across a multi-cloud environment spanning Azure and AWS . This enables tightly orchestrated customer journeys that are both efficient for the bank and intuitive for customers.

Today's capability is anchored in Natural Language Understanding (NLU) -driven chatbot services that interpret intent and automate support, but the crew is actively evolving toward an agentic Large Language Model (LLM) based architecture . This shift moves from reactive conversations to proactive, context-aware AI agents capable of reasoning, orchestrating workflows, and dynamically resolving customer needs.

It's where software engineering meets AI-native system design, requiring strength in distributed systems, cloud engineering, and emerging disciplines like agent design and LLM governance. The result is a strategic, forward-looking capability that is not just improving support, but fundamentally reshaping how the bank delivers intelligent, scalable customer experiences.

We're interested in hearing from people who:

• Play a critical role in evolving a modern customer support platform built on Microsoft Copilot Studio, Power Platform, and Dynamics 365 Omnichannel, integrated with AWS and underpinned by .NET engineering, leading the transformation of chatbot and agent-assist capabilities where software engineering meets AI agentic services.
• Design, build, and scale AI-powered, agentic customer support solutions, enabling intelligent self-service, smart routing, and seamless handoff to human agents.
• Lead end-to-end architecture and delivery of complex AI systems across NLU, LLMs, and agentic frameworks, owning the capability from strategy through to production and operations.
• Operate as a hands-on Technical SME across AI platforms, Copilot Studio, and .NET services, driving design, contributing to code, and setting technical direction with deep expertise.
• Drive enterprise AI strategy, establishing scalable patterns, governance, and foundational frameworks to support adoption of agentic AI services.
• Provide strong cross-crew technical leadership, mentoring engineers, fostering autonomy and psychological safety, and aligning teams to clear engineering standards and vision.
• Partner with senior stakeholders across multiple crews to translate complex business challenges into secure, scalable, and high-impact AI-driven solutions, continuously evolving chatbot platforms toward advanced agentic LLM architectures.

Tech skills:

We don't expect you to know everything, but experience in several of the following will set you up for success:

• Back End / Engineering: Python (AI/ML & backend services), .NET (C#, ASP.NET Core), API design (REST, OAuth, webhooks).
• AI / GenAI / Agentic: LLMs (Azure OpenAI, OpenAI, Claude), Agentic frameworks (LangChain, LangGraph, LlamaIndex, AutoGen, Semantic Kernel, MCP, Strands), RAG architectures & vector DBs (Pinecone, Weaviate), AI evaluation, monitoring, governance, Responsible AI.
• Microsoft Stack: Copilot Studio (Power Virtual Agents), Power Platform (Power Apps, Power Automate, Dataverse), Dynamics 365 Customer Service / Omnichannel, M365.
• Cloud & Platform: AWS (preferred), Azure, IaC (CloudFormation, CDK), Containers (Docker, Kubernetes), Serverless.
• DevOps: CI/CD (GitHub Actions, GitLab CI, Jenkins), Git version control.
• Quality: Testing (unit, integration, E2E - Playwright).
• Observability & Operations: Observability tooling, monitoring, alerting, production support.

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.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 31/05/2026", "salary_raw": "Row(double=None, string=None)"}