Staff Software Engineer

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 bots
• Agentic orchestration and generative AI enablement
• Multilingual and multimodal conversational capabilities
• Seamless 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 migration
• Drive the transition from legacy IVR to an AI-enabled voice platform, ensuring stability, scalability, and cost efficiency
• Design and build low-latency, highly available conversational systems suitable for high-volume voice interactions
• Lead solution design within your domain, aligning with enterprise patterns and integration boundaries
• Contribute to agentic orchestration and generative AI capabilities within chat and voice experiences
• Uplift engineering practices — including CI/CD, DevSecOps, testing, observability, and reliability
• Embed security, risk, and compliance considerations into conversational and AI system design
• Mentor 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 environments
• Strong backend engineering experience (with full-stack exposure advantageous)
• Experience building and operating microservices in cloud-native environments
• A deep appreciation for performance and latency considerations — particularly in real-time or voice-based systems
• Experience modernising legacy platforms while balancing delivery risk and operational stability
• The ability to lead technical outcomes within a squad and influence across adjacent teams
• Solid architecture awareness, including service/domain boundaries and integration complexity

Highly regarded:

• Experience with conversational AI, voice platforms, or contact centre technologies
• Exposure to generative AI platforms (e.g., OpenAI, Copilot Studio) and agentic orchestration patterns
• Experience 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 design
• DevSecOps practices
• CI/CD pipelines
• Observability and operational readiness

AI & Automation (desirable):

• Generative AI platforms
• Conversational AI frameworks
• Agentic 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!

Advertising End Date: 27/03/2026