Principal Product Engineer_VCC

Principal Product Engineer_VCC

Grade 11/12, 2x Temporary Opportunities based in Sydney CBD + hybrid/flexible working options available

Role: Principal Product Engineer VCC | AI | Contact
Centre
Employment Type: 2x Temporary, full time positions till June 2026

Location: Sydney CBD, hybrid working options available
Grade: Clerk Grade 11/12
Salary Range: $149,739 – $173,174 p.a. base salary +12% superannuation and annual leave loading

About this role

Principal Product Engineer VCC | AI | Contact
Centre

 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) and 
• 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 the link 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

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