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Overview

The Customer Experience AI (CxAI) group within Dynamics 365 is pioneering next-generation AI-powered customer experience solutions. As a Software Engineer II - AI, you will build intelligent, scalable, multi-modal contact center applications, leveraging conversational AI, large language models (LLMs), and predictive analytics. Our mission is to transform customer engagement through automation, personalization, and responsible AI practices, integrating Dynamics 365, Office 365, and Microsoft cloud services.

Microsoft is driving innovation and openness in AI, aiming to build an open architecture platform where users can deploy customized AI agents for real-world impact. The role seeks individuals with both AI and applied science expertise, a growth mindset, and strong customer empathy to help address significant challenges and shape the future of AI solutions. 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

+ Design, develop, and deploy AI/ML models for customer interaction scenarios including chatbots, voice agents, and sentiment analysis.

+ Integrate LLMs, Retrieval-Augmented Generation (RAG), and advanced analytics into customer service workflows.

+ Collaborate with data scientists, AI researchers, and engineering teams to deliver innovative solutions.

+ Ensure high reliability, scalability, and adherence to responsible AI practices.

+ Monitor and improve model performance and customer outcomes.

+ Troubleshoot live site issues and optimize AI-driven workflows.

+ Work closely with Program Managers and cross-functional teams to deliver customer-centric features.

Qualifications

Required Qualifications:

+ Bachelor's Degree in Computer Science or related technical field AND 2+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python

+ OR equivalent experience.

+ 2+ years of professional software engineering experience building production services and web applications.

+ 1+ years of experience with conversational AI platforms, NLP, and speech technologies.

+ 1+ years of experience with LLMs, RAG architectures, and responsible AI principles.

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 Qualifications:

+ Master's Degree in Computer Science or related technical field AND 3+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python

+ OR Bachelor's Degree in Computer Science or related technical field AND 5+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python

+ OR equivalent experience.

+ Excellent computer science fundamentals (data structures, algorithms), debugging, and test automation (unit/integration/e2e)

+ Experience with cloud infrastructure (Azure, AWS, or GCP) and REST/gRPC APIs.

+ Practical front‑end skills in React or Angular, modern TypeScript/JavaScript, and web accessibility/performance practices.

+ Familiarity with Dynamics 365 Customer Service, Omnichannel, Unified Routing, or large‑scale enterprise CRM systems.

\#BICJobs

Software 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. (https://careers.microsoft.com/v2/global/en/accessibility.html)