Principal Product Engineer VCC

Principal Product Engineer VCC | AI | Contact Centre Grade 11/12, 2x Temporary Opportunities based in Sydney CBD + hybrid/flexible working options available. Employment Type: 2x Temporary, full time positions till June 2026. Location: Sydney CBD, hybrid working options available. Salary Range: $149,739 – $173,174 p.a. base salary +12% superannuation and annual leave loading. Salary Grade 11/12, with the base salary for this role starting at $149,739 base plus superannuation. About this role A hands‑on, strategic technology leader with over 10 years of experience delivering complex, customer‑facing solutions across contact centres and advanced skills in software development and 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 assist to support both agents and customers, with a strong focus on ethical and secure adoption aligned to 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. Fullstack 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. Provides architectural oversight, mentors engineers, and drives engineering excellence. Strategic Partnering: Works closely with Product Owners and partner agencies to align technical delivery with business objectives. Leads roadmap sessions and provides governance, vendor management, and implementation oversight. Stakeholder Engagement: Experienced in executive‑level communication and cross‑functional collaboration, with a strong ability to translate 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 assist, and automation workflows. Provide hands‑on technical leadership and be 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. Desirable Genesys Cloud Professional and AWS certifications Familiar with ISO, PCI‑DSS, IRAP, OWASP Scaled Agile (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 here 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 need to be your own work and 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 Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: Monday 15th December 2025, 9:59 am Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. 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. You can 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 . For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process #J-18808-Ljbffr