Software Engineer II - AI: Microsoft (Dynamics 365 - Customer Experience AI (CxAI) Group)

The Customer Experience AI (CxAI) group within Dynamics 365 is pioneering next-generation AI-powered solutions. As a Software Engineer II, you will build intelligent, scalable, multi-modal contact center applications leveraging conversational AI, large language models (LLMs), and predictive analytics.

The mission is to transform customer engagement through automation, personalization, and responsible AI practices, integrating Dynamics 365, Office 365, and Microsoft cloud services.

Key Responsibilities
Model Development: Design, develop, and deploy AI/ML models for customer interaction scenarios, including chatbots, voice agents, and sentiment analysis.

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


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

Reliability & Ethics: Ensure high reliability, scalability, and adherence to responsible AI practices.

Optimization: Monitor model performance, troubleshoot live site issues, and optimize AI-driven workflows.

Qualifications
Required Qualifications
Education/Experience: Bachelor's Degree in Computer Science (or related) AND 2+ years technical engineering experience with coding in languages such as C, C++, C#, Java, JavaScript, or Python. (OR equivalent experience).

Software Engineering: 2+ years of professional experience building production services and web applications.

AI Specialization:

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

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

Security: Ability to pass the Microsoft Cloud Background Check.

Preferred Qualifications
Advanced Education: Master's Degree in Computer Science (or related) AND 3+ years experience, OR Bachelor's AND 5+ years experience.

Cloud & API: Experience with cloud infrastructure (Azure, AWS, or GCP) and REST/gRPC APIs.

Fundamentals: Excellent computer science fundamentals (data structures, algorithms) and testing skills.

Frontend: Practical front‑end skills in React or Angular, TypeScript/JavaScript.

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