MS Dynamics + AI

Location: Sydney, New South Wales, Australia

Date Posted: 11/06/2026

Job description

This role plays a critical part in:

Leading engineering across Contact Centre as a Service (CCaaS) platforms and Dynamics 365 transformation

Driving 3rd party AI voice platform integration and scalable voice capability

Shaping end-to-end customer and colleague experience across voice, chat and assisted channels

You’ll work closely with product, design, data and engineering teams to deliver production-grade AI-enabled servicing capabilities, while influencing across architecture, risk and business stakeholders.

Your impact

You will:

Lead solution design across APIs, AI agents, channel integration and cloud platforms

Drive connected conversations - preserving customer context, intent and journey across channels

Enable AI-led contact reduction, improved customer outcomes and better frontline experiences

Build reusable engineering patterns that scale across voice, chat and AI-assisted servicing

Ensure solutions are secure, reliable, observable and production-ready from day one

Key responsibilities

Lead end-to-end engineering delivery across:

Contact centre platform capabilities (Dynamics 365, CCaaS)

AI voice and chat solutions

Customer and colleague experience platforms

Design and implement:

AI agent orchestration, voice bots, routing and agent assist

Channel switching and conversation state management

Integration patterns across voice, chat, APIs and backend services

Establish scalable patterns for:

Voice platform integrations and commercial models

AI experimentation evolving into production-grade solutions

Champion:

DevSecOps, CI/CD, automated testing and release management

Observability, monitoring, incident response and SLOs

Responsible AI, privacy, security and operational resilience (including regulatory expectations)

Collaborate across engineering, product and design to ensure cohesive customer journeys and measurable outcomes

Mentor engineers and uplift engineering capability across the team

We’re interested in hearing from people who

Are experienced Principal Engineers (or equivalent) with hands-on delivery capability

Have strong technical judgement and can lead complex design and troubleshooting

Understand distributed systems, customer platforms and AI-enabled solutions

Are comfortable working in ambiguity and driving clarity across complex initiatives

Can influence across engineering, product, risk and senior stakeholders

Are passionate about AI-enabled transformation, balanced with strong focus on reliability and risk management

Technical experience

Exposure to some of the following is beneficial:

Contact centre & communication platforms:

Dynamics 365 Contact Centre, Genesys, LivePerson, Nuance

Voice, IVR, chat, messaging and routing systems

AI & data:

AI agents, LLM integration, RAG, prompt engineering

AI evaluation, model monitoring and responsible AI controls

Engineering & architecture:

Distributed systems, APIs, event-driven architecture

Cloud platforms (AWS / Azure), infrastructure as code

Programming languages such as Python, TypeScript, Java or C#

Practices:

DevSecOps, CI/CD, automated testing

Observability, reliability engineering and production support

Key Job Details

Primary Location

Sydney, New South Wales, Australia

Job Type

Experienced

Required Experience

7

Skill

Pega-Pega Platform Skills + BA.

Travel

No

Date Posted

11/06/2026