AI Copilot CX Tech Lead for Dynamics 365

Caterpillar Financial Services Corporation

Irving (TX)

On-site

USD 113,000 - 183,000

Full time

3 days ago

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Benefits offered by this job

Medical, dental, and vision benefits

401(k) savings plans

Tuition Reimbursement

Paid time off

Job summary

Caterpillar is seeking a Senior Customer Experience Technology Specialist - AI & Copilot to advance our Microsoft Dynamics 365 Contact Center, Sales, and Customer Service with Copilot automation and Power Platform development. You will lead design, deployment, and adoption of Copilot Agents across global teams, building robust AI-driven workflows while maintaining governance.

Ideal candidates bring hands-on Copilot Studio experience, strong software development skills (JavaScript, C#), and a

Qualifications

Bachelor’s degree in Computer Science or related field preferred.
Proven experience in omnichannel, digital commerce, channel management, or 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.
Ability to communicate complex technical concepts to nontechnical stakeholders and guide customers towards informed decisions.
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.

Responsibilities

Lead discovery and assess business processes to identify Copilot use cases aligned to outcomes.
Design, build, and deploy Copilot Agents using Copilot Studio with governance and customer needs in mind.
Lead Copilot adoption, readiness assessments, and phased rollout across global teams.
Configure, deploy IVR Agents in Copilot Studio and maintain governance standards.
Enable AI-enabled workflow automation using Power Platform low-code capabilities.
Lead training, demos, and ongoing engagement with Copilot Agents and AI tools.
Monitor governance, document configurations and security compliance.
Collaborate with end users to optimize adoption and value of AI tools.
Serve as SME for Copilot Studio and AI capabilities.
Monitor Copilot/Power Platform usage and provide optimization insights.
Stay updated on Dynamics 365 roadmap and new Copilot features.