Customer Experience Technology Specialist - AI & Copilot

Copilot Design Studio

• Design, build, and deploy Copilot Agents using Copilot Studio, balancing technical feasibility, governance constraints, and customer considerations.
• Lead Copilot adoption initiatives, including readiness assessments, use case identification, and phased rollout planning across global business teams.
• Configure, deploy, and maintain Interactive Voice Response (IVR) Agents in Copilot Studio.
• Configure and deploy AI-enhanced workflow automation and Copilot solutions leveraging Power Platform's low-code/no-code capabilities.
• Maintain governance standards, including documentation of configurations, policies, and best practices in alignment with enterprise security and compliance requirements.
• Partner with end users and business teams to understand needs, provide guidance, and help them optimize the value of available productivity and AI tools.
• Serve as a subject matter expert (SME) for Copilot Studio and AI capabilities.
• Monitor and evaluate Copilot and Power Platform usage, providing insights and recommendations to optimize adoption and business impact.
• Stay current on the Microsoft Dynamics 365 roadmap, proactively identifying new features and capabilities relevant to AI and Copilot Agents.

Omnichannel Lead

• Maintain customer support channels such as IVR, chat, phone, SMS, email and self-service for the Microsoft Dynamics 365 Contact Center application.
• Monitor channels through KPIs, identify opportunities to improve visibility and conversion, and provide actionable recommendations to enhance omnichannel effectiveness.
• Support development and execution of a variety of different channels.
• Own the digital performance for all channels.

Qualifications

• Bachelor's degree in Computer Science or related field preferred.
• Proven experience in omnichannel, digital commerce, channel management, or a related field.
• Proven experience developing solutions using Power Platform or Microsoft cloud technologies.
• Hands-on experience with Copilot Studio, Copilot Agents, or conversational AI frameworks.
• Strong understanding of Microsoft Dynamics 365, Power Platform governance, connectors, and environment strategies.
• Demonstrated ability to communicate complex technical concepts to nontechnical stakeholders and guide customers toward informed decisions.
• Ability to translate business requirements into technical and architectural.
• Experience building Copilot plugins, custom connectors, or agentic workflows.
• Technical proficiency with JavaScript, C#, or Azure Functions.
• Familiarity with Microsoft Graph, API integrations, and automation patterns.

Pay

$97,530.00 - $158,480.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience.

Please note that salary is only one component of total compensation at Caterpillar. Benefits include:

• Medical, dental, and vision benefits
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)
• 401(k) savings plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Health Lifestyle Programs
• Employee Assistance Program
• Voluntary Benefits and Employee Discounts
• Career Development
• Incentive bonus
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

Benefits

• Medical, dental, and vision benefits
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)
• 401(k) savings plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Health Lifestyle Programs
• Employee Assistance Program
• Voluntary Benefits and Employee Discounts
• Career Development
• Incentive bonus
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

Schedule

Not specified

Skills

• Knowledge of the decision-making process and associated tools and techniques
• Knowledge of software development tools and activities
• Knowledge of software product design/architecture
• Knowledge of software product technical knowledge
• Knowledge of software product testing

Benefits

• Medical, dental, and vision benefits
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)
• 401(k) savings plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Health Lifestyle Programs
• Employee Assistance Program
• Voluntary Benefits and Employee Discounts
• Career Development
• Incentive bonus
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement