• We're building AI support that matters for Bankwest customers.

• You have principal .NET depth and cloud-native design skills.

• Together we reinvent banking support with agentic AI.

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.

Step into a Principal Software Engineer role within the Bankwest Customer Support Experience Crew, leading the end-to-end build of next generation, AI powered customer platforms. This is a hands-on role grounded in modern .NET, system design, and cloud native engineering, where you’ll architect and deliver resilient, scalable solutions across AWS and Azure. You’ll drive the shift from traditional NLU chatbots to agentic AI systems, designing generative AI chat experiences that can reason, act, and resolve customer needs in real time. While Dynamics 365, Omnichannel, and Copilot Studio are part of the ecosystem, your focus is full cycle engineering—building robust services, APIs, and integrations that power always on, personalised support at scale.

Working across a multi crew model, you’ll act as a technical authority for AI driven engagement platforms, shaping architecture, standards, and delivery across the organisation. You’ll combine deep expertise in .NET, distributed systems, and cloud with emerging AI, embedding generative capabilities into critical journeys. Collaborating with cross functional teams, you’ll deliver secure, high performing systems while mentoring engineers and setting a high bar for quality. It’s a role that blends strategic thinking with hands on execution, giving you the platform to redefine customer support through cutting edge technology and make a lasting impact at principal level.

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:

• Bring Principal Software Engineer depth in .NET / .NET Core, with strong system design and software architecture experience across complex, distributed, enterprise-scale platforms

• Have a proven track record of full-cycle engineering, designing, building, shipping, operating and continuously improving production systems with a true “you build it, you own it” mindset

• Are deeply hands-on in code, able to lead from the front on REST API design, backend services, integration patterns and modern full-stack engineering practices

• Can architect and scale secure, resilient and observable solutions across AWS, applying strong DevSecOps, quality engineering, monitoring, telemetry and operational excellence standards

• Have experience leading the evolution of modern customer support or digital service platforms, ideally across Microsoft Copilot Studio, Power Platform, Dynamics 365 Omnichannel and .NET-based services

• Provide both strategic leadership and technical leadership, setting engineering direction, defining scalable patterns and governance, and mentoring teams to deliver high-quality outcomes across multiple crews.

• Understand how to apply AI, LLMs and agentic capabilities to real-world products, such as complex chatbot or chat pod systems, with AI seen as a strong advantage, while deep .NET engineering, architecture and full-cycle delivery remain essential

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: .NET, .NET Core, ASP.NET Core, C#, backend services

• Front End: React, Next.js

• API: REST, OAuth, webhooks

• Architecture: Event-Driven Architecture, Microservices Architecture, Domain-Driven Design

• Cloud: AWS, Azure

• Infrastructure as Code: CloudFormation, CDK

• Containers: Docker, Kubernetes

• DevOps: CI/CD, GitHub Actions,

• Observability and Monitoring: Prometheus, Grafana, ELK Stack (Elasticsearch, Logstash, Kibana), Datadog

• Testing: API Testing, Test-Driven Development (TDD), Unit Testing, Integration Testing

• Quality Tools: Blazemeter, JMeter, Selenium, Postman

Nice to have:

• Agentic Frameworks: LangChain, LangGraph, LlamaIndex, AutoGen, Semantic Kernel, MCP, Strands

• AI Architecture: RAG, vector databases (Pinecone, Weaviate), AI evaluation, monitoring, governance, Responsible AI

• Microsoft Stack: Copilot Studio, Power Apps, Power Automate, Dataverse, Dynamics 365, M365

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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