CX AI & Copilot Architect (Dynamics 365)

Caterpillar Inc.; Irving (TX); Hybrid; USD 113,000 - 183,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) savings plans

Health Savings Account (HSA)

Flexible Spending Accounts (FSAs)

Career Development

Incentive bonus

Tuition Reimbursement

Visa sponsorship available

Job summary

Caterpillar Inc. is seeking a Senior Customer Experience Technology Specialist – AI & Copilot to lead Copilot Studio deployments, IVR and AI-enabled workflows, and omnichannel initiatives within Microsoft Dynamics 365 and Power Platform.

You will partner with business teams to translate requirements into scalable AI solutions and drive adoption across global users. With a focus on governance, security, and end-to-end delivery, you will help shape customer experiences across contact centers,

Qualifications

• Bachelor's degree in Computer Science or related field
• Experience with omnichannel, digital commerce, or related领域

Responsibilities

• Lead Copilot and Agentic use-case design and deployment
• Configure IVR and AI-enabled workflow automation
• Drive Copilot adoption, readiness assessments, and training
• Maintain governance, security, and compliance alignment
• Oversee omnichannel initiatives and channel performance

Skills

Omnichannel expertise

Copilot expertise

Power Platform

Microsoft Dynamics 365

Stakeholder communication

Education

Bachelor's degree in Computer Science or related field

Tools

Copilot Studio

Copilot Agents

Power Platform

Microsoft Dynamics 365

JavaScript

Azure Functions

Job description

Caterpillar Inc. is seeking a Senior Customer Experience Technology Specialist – AI & Copilot to lead Copilot Studio deployments, IVR and AI-enabled workflows, and omnichannel initiatives within Microsoft Dynamics 365 and Power Platform.

You will partner with business teams to translate requirements into scalable AI solutions and drive adoption across global users. With a focus on governance, security, and end-to-end delivery, you will help shape customer experiences across contact centers,