Customer Experience Engineer

Overview

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.

Responsibilities

• 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.

Qualifications

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 Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. 

Preferred Qualification:

• Experience working with AI tools and platforms such as Azure OpenAI, OpenAI, Anthropic Claude, or similar large language model (LLM) technologies and agent frameworks.
• Proficiency in software development using .NET, Python, or similar programming languages, with experience building or integrating cloud-based solutions.
• Understanding of application lifecycle management (ALM), CI/CD build pipelines, and DevOps practices for enterprise solution delivery.
• Bachelor’s Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
  • OR equivalent experience.
• Experience with Microsoft Copilot Studio, Power Platform (Power Apps, Power Automate), Dynamics 365 Finance and Supply Chain Management, Dynamics 365 CRM, or Dataverse in enterprise environments.
• Background in data science, machine learning, or data analytics, with experience applying statistical or AI/ML techniques to solve business problems.
• Familiarity with AI agent design patterns, Model Context Protocol (MCP), retrieval-augmented generation (RAG), and extensibility patterns across enterprise platforms.
• 1+ year(s) of customer-facing experience with proven ability to communicate complex technical concepts to both technical and non-technical stakeholders.
• Microsoft certifications in Azure, Power Platform, or Dynamics 365.

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Customer Experience Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $131,400 - $215,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.