Perth, WA - 300 Murray Street - Bankwest Place, Australia
Onsite
We're building next‑gen agentic AI for always‑on banking support
You have deep Dynamics 365 skills shaping AI‑powered customer journeys
Together we redefine support with personalised, 24/7 intelligent care
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 Senior Software Engineer specialising in Dynamics 365 and Power Apps, you will help shape how Bankwest delivers intelligent, always on customer support at scale. Within the Customer Support Experience Chapter, you will design and build enterprise grade solutions using Dynamics 365 Customer Service, Omnichannel and the Power Platform to enable seamless, context rich interactions across digital and assisted channels. This is hands on work extending platforms through Dataverse, Power Apps, Power Automate and Copilot Studio to support AI enabled experiences during critical customer moments.
This role offers the chance to make a real impact on how customers experience the bank every day. You will work closely with product, experience, architecture and engineering peers, influencing platform decisions and uplifting standards across the Microsoft ecosystem. There is strong scope to deepen your Dynamics 365 and Power Platform expertise while growing your skills in cloud engineering, integration and applied AI. The challenges are meaningful, the scale is significant and the outcomes genuinely matter.
See yourself in our team:
The Bankwest Customer Support Experience Chapter and 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 Chapter 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:
Own end‑to‑end software engineering delivery for Dynamics 365, including solution design, build, integration, testing, release, and operational support across Microsoft 365 and Dynamics ecosystems.
Support technical delivery across our customer‑facing platforms, including chatbot and voice bot services for high‑volume customer interactions and lead‑driven journeys (e.g. home lending specialist enquiries).
Act as the primary Dynamics 365 authority, establishing standards, patterns, and best practices across model‑driven apps, Dataverse, Power Apps, and Power Automate .
Design and implement API‑led architectures across Dynamics 365, Microsoft 365 services, Azure integration services, and external platforms.
Support Microsoft 365 platform initiatives including environment strategy, ALM, CI/CD pipelines, and release governance using modern DevOps practices.
Embed intelligent automation and AI‑enabled capabilities using Copilot Studio and Power Platform to improve customer experience and operational efficiency.
Partner with business, customer service, and contact‑centre stakeholders to translate requirements into enterprise‑ready Dynamics and Power Platform solutions.
Apply strong software engineering principles across the Microsoft 365 and Dynamics 365 stack; .NET experience is advantageous but not essential.
Have an understanding of Dynamics 365 Contact Centre, with the ability to support or contribute to customer engagement and service workflows (highly regarded).
Tech skills
We don't expect you to know everything, but experience in several of the following will set you up for success:
Dynamics 365: Configuration and customisation; solution delivery across the Dynamics platform.
Power Platform: Power Apps (Canvas & Model‑Driven), Power Automate; solution design and delivery.
Microsoft 365: Custom application development and deployment; SharePoint Online solution understanding.
Integration & APIs: API‑led integration design; consuming and integrating third‑party APIs; Power Automate‑based integrations.
SPFx: SharePoint Framework solution development.
Copilot / AI: Copilot Studio development; NLU‑focused implementations; transition to LLM‑based conversational experiences.
Cloud Platforms: Azure and AWS experience; hybrid operating model with workloads in Azure while migrating to AWS.
Power Pages / Portals: Experience building external‑facing solutions.
Security: Dynamics 365 and Power Platform security best practices (governance, access control, secure design).
Development Background: Practical coding experience supporting Microsoft 365, Dynamics 365, and Power Platform solutions.
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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