Principal Engineer – Copilot Studio & AI for Contact Center (CCaaS)

Principal Engineer – Copilot Studio & AI for Contact Center (CCaaS) to lead the hands-on development and implementation of AI-powered customer and employee engagement solutions. This is a builder role, not a strategy-only position. The ideal candidate will have extensive experience designing, developing, testing, and deploying Microsoft Copilot Studio solutions, AI agents, conversational AI, voice bots, chat bots, Agent Assist capabilities, and AI-powered automation within modern Contact Center environments. The successful candidate will be responsible for delivering production-ready AI solutions that enhance member experiences, improve employee productivity, and enable next-generation capabilities across Client's Experience Interaction Platform (EIP). The role aligns directly with Client's enterprise adoption of Copilot Studio, AI agents, voice AI, and contact center modernization initiatives

The ideal candidate will be expected to personally:

• Build and deploy Copilot Studio agents from requirements through production.

• Develop conversational experiences for voice and chat channels.

• Create AI agents that support employee and member interactions.

• Configure topics, prompts, actions, orchestration flows, and agent behaviors.

• Develop and troubleshoot Power Automate workflows.

• Design and implement integrations with APIs, Dataverse, SharePoint, Dynamics 365, Teams, and other enterprise systems.

• Build Retrieval Augmented Generation (RAG) solutions using enterprise knowledge sources.

• Develop AI-powered Agent Assist capabilities including:

o Call summarization

o Knowledge recommendations

o Next Best Action guidance

o Intelligent search

o Post-call automation

• Configure and deploy Voice AI and IVR automation capabilities.

• Build and optimize self-service virtual assistants.

• Test, tune, and improve AI response quality and accuracy.

• Debug production issues and implement fixes.

Copilot Studio

Must have:

• 3 years of hands-on Copilot Studio development experience.

• Built and deployed multiple production Copilot Studio solutions.

• Experience integrating Copilot Studio with enterprise systems.

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Experience creating:

• Custom topics

• Custom actions

• Generative AI agents

• Autonomous agents

• Voice agents

• Chat agents

Contact Center & CCaaS

3 years of experience implementing Contact Center technologies.

Experience with CCaaS platforms such as:

• Microsoft Dynamics 365 Contact Center or Genesys

Deep understanding of:

• IVR design

• Call flows

• Routing strategies

• Agent desktop experiences

• Workforce optimization

• Customer journey orchestration

Generative AI

Strong hands-on experience with:

• Large Language Models (LLMs)

• Prompt Engineering

• RAG implementations

• Azure OpenAI

• AI Foundry

• Conversational AI design

• AI model evaluation

• AI guardrails and governance

Technical Skills

Microsoft Technologies

• Copilot Studio

• Power Platform

• Power Automate

• Dataverse

• Power Apps

• Dynamics 365

• Microsoft Teams

• Azure Services

AI Technologies

• Azure OpenAI

• AI Foundry

• Prompt Engineering

• Semantic Search

• Vector Databases

• Conversational AI

• Voice AI

Development Skills

• REST APIs

• JSON

• JavaScript

• Python

• C#

• Git

• Azure DevOps

• CI/CD Pipelines