Senior Customer Experience Technology Specialist – AI & Copilot
Core
Design, build, and deploy Microsoft Copilot Agents and AI-enhanced workflows for Microsoft Dynamics 365 Contact Center, Sales, and Customer Service applications to enable seamless omnichannel customer experiences.
Role type
Senior IC Customer Experience Technology Specialist (AI & Copilot)
Builds
Production Copilot Agents, IVR agents, and AI-driven workflow automations for global customer support channels.
Domain
Enterprise Customer Support / Microsoft Cloud / Conversational 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, IVR configuration
Preferred skills
Plugin development, Custom connectors, Business process assessment, 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 AI use cases; Design, build, and deploy Copilot Agents and IVR solutions; Configure and maintain omnichannel support channels (IVR, chat, phone, SMS, email); Lead adoption initiatives and training for AI tools; Monitor usage and provide optimization recommendations; Maintain governance standards and documentation.
Seniority
Senior, hands-on IC