Customer Experience Technology Specialist - AI & Copilot
Core
Design, build, and deploy Microsoft Copilot Agents and AI-enhanced workflow automation for global customer support channels within Microsoft Dynamics 365.
Role type
Senior IC Customer Experience Technology Specialist (AI & Copilot)
Builds
Copilot Agents, IVR Agents, and AI-driven omnichannel support solutions for Caterpillar's customers and dealers.
Domain
Industrial equipment manufacturing, Customer Support, Microsoft Cloud/AI
Deliverable
production ML models | product features
Required skills
Microsoft Copilot Studio, Power Platform, Omnichannel strategy, Microsoft Dynamics 365, JavaScript, C#, Azure Functions, API integrations, Microsoft Graph, Agentic workflows
Preferred skills
Custom connector development, Plugin development, Technical architecture design
Technologies
Microsoft Copilot Studio, Power Platform, Microsoft Dynamics 365, Azure Functions, Microsoft Graph
Responsibilities
Lead client discovery and business process assessments for Copilot use cases; Design, build, and deploy Copilot Agents and IVR Agents; Configure and deploy AI-enhanced workflow automation; Lead training sessions and technology demonstrations; Monitor and evaluate Copilot usage to optimize adoption; Maintain governance standards for configurations and policies.
Seniority
Senior, hands-on IC
