Customer Experience Engineer

AI is reshaping how enterprises operate, and the Dynamics 365 AI Agent Deployment team sits at the forefront of that transformation. As part of the Customer Experience (CX) organization, you will help strategic customers move from AI experimentation to real, production-grade impact by designing, building, and operationalizing AI agents across ERP, CRM, and enterprise workflows.

In this role, you will work directly with customers as a hands-on technical leader—equally comfortable whiteboarding architecture and writing production code. You will translate business needs into scalable solutions using Microsoft Copilot Studio, Power Platform, Dynamics 365, Dataverse, and Azure, operating at the intersection of solution architecture, software development, and customer delivery.

As a Customer Experience Engineer, you will lead end-to-end technical delivery for AI-powered scenarios built on Dynamics 365, Microsoft Copilot Studio, and the Power Platform. You will partner closely with customers, engineering, and field teams to design, develop, and deploy first-party and custom AI agents that solve real business problems. This opportunity will allow you to accelerate your career growth, develop deep expertise in AI-driven enterprise automation, sharpen your software engineering skills, and build strong executive-level customer influence.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

• Independently leads customer discovery, solution design, and architecture discussions for AI agent scenarios across Dynamics 365 ERP, Power Platform, and Dataverse. Gathers requirements from customers and partners to define technical specifications, identify feature gaps, and shape solution roadmaps for AI-powered products and services.
• Designs and develops hands-on solutions using Power Apps, Power Automate, Copilot Studio, Dataverse, .NET, Python, and extensibility patterns to build and deliver AI-driven business processes. Writes production-quality code, builds reusable components, and contributes reference architectures for the team.
• Translates customer business challenges into scalable, secure AI agent architectures aligned with enterprise governance, compliance, and application lifecycle management (ALM) standards. Implements CI/CD pipelines and automated deployment workflows to ensure solution quality and production readiness.
• Drives customer adoption, optimization, and operational readiness for AI agents, including proof-of-concepts, pilots, and production deployments. Provides technical guidance on platform releases, AI model integration, extensibility patterns, and best practices for enterprise-grade delivery.
• Designs, builds, and continuously improves AI-powered agents that accelerate issue triage, troubleshooting, and resolution for enterprise support scenarios. Identifies patterns from incidents, implements automated mitigation workflows, and enables continuous learning loops that improve agent effectiveness and the overall support experience.
• Acts as a trusted technical advisor and serves as a connecting point between engineering teams and customer stakeholders throughout the solution lifecycle. Conducts root-cause analysis, debugs complex technical issues across the stack, and manages escalations with minimal oversight.
• Partners with engineering, sales, product, support, and customer success teams to unblock adoption challenges, influence product roadmap priorities, and deliver working AI agent solutions that address real customer business and support scenarios.
• Identifies and pursues developmental opportunities across product areas (e.g., mentorships, trainings, certifications) for professional growth. Contributes to internal readiness through documentation, troubleshooting guides, sample code, and knowledge sharing across the CX organization.

Required Qualifications: 

• Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
  • OR equivalent experience.

Other Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:

• Microsoft Cloud Back