Sr Software Engineer

Microsoft is transforming its commercial support ecosystem through AI-first innovation and intelligent, scalable platforms. The Senior Software Engineer will design, ship, operate, and evolve agentic AI support workflows, owning features end to end while ensuring reliability, observability, security, compliance, and customer trust.

Responsibilities:

• Build agentic workflows using frameworks like Azure AI foundry, Microsoft Copilot studio or equivalent
• Owning the run‑state reliability of AI‑driven support workflows, including incident response, live‑site health, and continuous tuning
• Adapting AI workflows to changing support business policies and operational processes (e.g., SLA calculations, case ownership, escalation models)
• Driving customer trust, satisfaction, and sentiment, ensuring AI agents correctly understand intent and guide customers to resolution without degrading experience
• Ensuring security, privacy, and responsible AI compliance, including rethinking role-based access control (RBAC), data access, case ownership vs. processing, and data exposure
• Defining and implementing observability, monitoring, and intervention mechanisms for multiple AI agents operating concurrently
• Partnering across engineering, support business, compliance, and platform teams to establish scalable patterns for AI‑managed support
• Contributing to the vision and delivery of a platform that enables citizen developers to safely build AI agents for support workflows with reduced barrier to entry