Principal Product Engineer_VCC

Principal Product Engineer VCC Grade : 11/12; Employment Type : 2x Temporary, full‑time positions until June 2026; Location : Sydney CBD (hybrid); Salary Range : $149,739 - $173,174 p.a. base + 12% superannuation and annual leave loading. About this role A hands‑on, strategic technology leader with over 10 years of experience delivering complex, customer‑facing solutions across contact centres. Advanced skills in Genesys Cloud, Twilio and AWS. Combines deep technical expertise with a strong product mindset to drive innovation, automation and digital enablement across omnichannel and AI‑enabled contact centre environments. Essential Requirements Genesys Cloud Expertise : Expert‑level knowledge of Genesys APIs, architecture and features. Proven ability to design and implement scalable, secure and resilient contact centre platforms. AI & GenAI Leadership : Practical experience with LLMs, agentic workflows and generative AI. Builds AI‑powered tools such as chatbots and knowledge assistants to support agents and customers, focusing on ethical and secure adoption aligned with government frameworks. Customer‑Facing Solutions : Leads the design and delivery of intuitive, secure and high‑impact digital experiences across web, voice and messaging channels. DevOps & Infrastructure : Skilled in Infrastructure as Code (Terraform), CI/CD and cloud‑native deployments, with a strong focus on IT security and operational resilience. Full‑stack Engineering : End‑to‑end development experience across backend (secure APIs, databases) and frontend (responsive, accessible UIs). Technical Leadership: Trusted go‑to expert for technical issues and solutioning, providing architectural oversight, mentoring engineers and driving engineering excellence. Strategic Partnering : Works closely with Product Owners and partner agencies to align technical delivery with business objectives, leading roadmap sessions and providing governance, vendor management and implementation oversight. Stakeholder Engagement: Experienced in executive‑level communication and cross‑functional collaboration, translating complex technical concepts into business value. Key Responsibilities Design and implement secure, AI‑enabled omnichannel contact centre solutions. Build and maintain customer‑facing tools, including chatbots, knowledge assistants and automation workflows. Provide hands‑on technical leadership and act as the escalation point for complex issues. Evaluate and govern AI solutions for ROI, compliance and strategic alignment. Collaborate with Product Owners and agency partners to shape and deliver product roadmaps. Mentor junior engineers and uplift internal capability to act as digital enablers. Hold relevant certifications: Genesys Cloud Professional, AWS certifications, ISO, PCI‑DSS, IRAP, OWASP, SAFe, ITIL v3 and v4. AI Statement The NSW Government is committed to ensuring the safe, ethical and responsible deployment of AI across NSW. Please review the NSW Government Generative AI basic guidance at GTP embraces the use of AI to enhance productivity and creativity. In the Assignment to Role process, AI tools should be used solely for drafting and planning purposes; final submitted applications must be your own work reflective of your personal experience. To Apply Click here to submit your application. Please attach your resume and a cover letter demonstrating how your skills and experience align with the role. Salary Grade 11/12, with the base salary for this role starting at $149,739 base plus superannuation. Click Here to access the Role Description. For enquiries relating to recruitment please contact sujatha sankaran kutty via Closing Date: Monday 15th December 2025, 9:59 am. Careers at Department of Customer Service We are a leading central service NSW Government agency and work to improve the lives of over 8 million customers. Our focus on delivering excellent customer service, digital transformation and regulatory reform is at the heart of everything we do. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. Please view our full diversity and inclusion statement here. We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact or . #J-18808-Ljbffr