Principal Product Engineer_VCC

Principal Product Engineer VCC Grade 11/12, 2x temporary opportunities based in Sydney CBD with hybrid/flexible working options. Employment Type 2x temporary, full‑time positions until June 2026. Location Sydney CBD, hybrid working options available. Salary Range $149,739 – $173,174 p.a. base salary + 12% superannuation + annual leave loading. About the 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. Key Qualifications Genesys Cloud Expertise: Expert‑level knowledge of Genesys APIs, architecture, and features. AI & GenAI Leadership: Practical experience with LLMs, agentic workflows, and generative AI. 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. Stakeholder Engagement: Experienced in executive‑level communication and cross‑functional collaboration. Certifications: Genesys Cloud Professional and AWS certifications required. Familiar with ISO, PCI‑DSS, IRAP, OWASP. Scaled Agile (SAFe) and ITIL v3/v4. 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. 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 To Apply Click the link to submit your application. Please attach your resume and a cover letter demonstrating how your skills and experience align with the role. For enquiries relating to recruitment please contact sujatha sankaran kutty via Closing Date Monday 15th December 2025, 9:59 am. Diversity & Inclusion 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, please contact or . About NSW Department of Customer Service The NSW Department of Customer Service is a leading central service NSW Government agency that works with over 30 agencies, entities and business units to provide services improving the lives of our 8+ million customers across NSW. We are focused on delivering first‑class customer service, regulatory reform and digital transformation at the heart of our work. #J-18808-Ljbffr