Customer Experience Engineering
Microsoft
AI is reshaping how enterprises operate, and the Dynamics 365 AI Agent FDE 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 and operationalizing AI agents across ERP, CRM, and enterprise workflows.
In this role, you work directly with customers as a trusted technical leader, translating business needs into scalable architectures using Microsoft Copilot Studio, Power Platform, Dynamics 365, Dataverse, and Azure. You will operate at the intersection of customer success, solution architecture, and delivery, influencing how AI agents are designed, governed, and adopted across complex enterprise environments.
As a AI Solution Architect, you will lead technical solution design and customer execution 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 accelerate adoption of first-party and custom AI agents while ensuring solutions are secure, scalable, and ready for production.
This opportunity will allow you to accelerate your career growth, develop deep expertise in AI-driven ERP and enterprise automation, 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 lead customer discovery, solution design, and architecture discussions for AI agent scenarios across Dynamics 365 ERP, Power Platform, and Dataverse.
- Design and implement hands-on solutions using Power Apps, Power Automate, Copilot Studio, Dataverse, and extensibility patterns to enable AI-driven business processes.
- Translate customer business challenges into scalable, secure AI agent and automation architectures aligned with enterprise governance and compliance standards.
- Drive customer adoption, optimization, and operational readiness for AI agents, including proof-of-concepts, pilots, and production deployments.
- Act as a trusted technical advisor, providing guidance on extensibility, performance, security, lifecycle management, and best practices.
- Partner with engineering, sales, and customer success teams to unblock adoption challenges, influence roadmap priorities, and support successful deal execution.
- Contribute to internal readiness through documentation, reference architectures, reusable patterns, and knowledge sharing across the CX organization.
Qualifications
Required Qualifications:
- Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
- OR equivalent experience.
- Hands-on experience with Microsoft Power Platform, including Power Apps, Power Automate, and Dataverse.
- Experience designing and implementing solutions using Dynamics 365 in enterprise or large-scale environments.
- Experience building or integrating AI-powered solutions such as AI agents, copilots, or intelligent automation.
- Strong understanding of cloud-based architectures and services (Azure or equivalent).
- Proven ability to communicate complex technical concepts to both technical and non-technical stakeholders.
- Experience working directly with enterprise customers in customer-facing roles.
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.
- Ability to travel up to 25%, depending on customer and business needs.
- Authorization to work in the United States.
- Comfortable operating in fast-paced, ambiguous environments with evolving technologies.
- Strong collaboration skills and a growth mindset aligned with Microsoft values.
Preferred Qualifications:
- Experience with Microsoft Copilot Studio, Azure Foundry and AI agent frameworks.
- Experience with Dynamics 365 Finance & Supply Chain Management, Dynamics 365 CRM, and Customer Service modules.
- Familiarity with Model Context Protocol (MCP) scenarios and extensibility patterns across enterprise platforms.
- Experience with other AI agent platforms also a plus (e.g., LLM models, agent frameworks, virtual assistants, workflow automation).
- Experience using Azure AI services, including Azure OpenAI, Cognitive Services, and Azure Functions.
- Background in Customer Experience (CX), ERP, CRM, or enterprise workflow automation.
- 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.