AI Copilot Engineer for Customer Experience

Caterpillar Inc; Irving (TX); On-site; USD 113,000 - 183,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Paid time off

401(k) savings plan

Health Savings Account

Job summary

Caterpillar Inc. is seeking a Senior Customer Experience Technology Specialist - AI & Copilot for Microsoft Dynamics 365 to blend Copilot development with omnichannel customer support.

You will lead discovery, design and deployment of Copilot Agents and IVR workflows, while driving adoption and governance across global teams. You will work with Power Platform, Dynamics 365, and AI tools to improve customer experiences, monitor usage, and align with security and compliance.

Qualifications

• Bachelor's degree in Computer Science or related field.
• Experience in omnichannel, digital commerce, channel management, or related field.
• 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.
• Ability to translate business requirements into technical and architectural solutions.
• Experience building Copilot plugins, connectors, or agentic workflows.
• Technical proficiency with JavaScript, C#, or Azure Functions.
• Familiarity with Microsoft Graph, API integrations, and automation patterns.

Responsibilities

• Lead client discovery and business process assessments to identify Copilot use cases.
• Design, build, and deploy Copilot Agents using Copilot Studio.
• Lead Copilot adoption initiatives and phased rollout planning across global teams.
• Configure, deploy, and maintain IVR Agents in Copilot Studio.
• Configure and deploy AI‑enabled workflow automation leveraging Power Platform.
• Lead training sessions and demonstrations for adoption and continued use.
• Maintain governance with documentation and security alignment.
• Collaborate with end users to optimize productivity and AI tool value.
• Serve as SME for Copilot Studio and AI capabilities.
• Monitor Copilot and Power Platform usage to optimize impact.
• Stay current on Dynamics 365 roadmap and new AI features.

Skills

Decision Making

Critical Thinking

Software Development

Software Design

Software Knowledge

Software Testing

Education

Bachelor's degree in CS or related field

Tools

Copilot Studio

Copilot Agents

Power Platform

Microsoft Dynamics 365

JavaScript

C#

Azure Functions

Job description

Caterpillar Inc. is seeking a Senior Customer Experience Technology Specialist - AI & Copilot for Microsoft Dynamics 365 to blend Copilot development with omnichannel customer support.

You will lead discovery, design and deployment of Copilot Agents and IVR workflows, while driving adoption and governance across global teams. You will work with Power Platform, Dynamics 365, and AI tools to improve customer experiences, monitor usage, and align with security and compliance.