Principal Engineer – Copilot Studio & AI for Contact Center (CCaaS)

TechWish; Vienna (VA); On-site; USD 140,000 - 190,000; Full time

Job summary

TechWish in Vienna, VA is seeking a Principal Engineer to lead hands-on development of Copilot Studio and AI for our CCaaS experience. You will architect and deliver production-grade AI agents, voice and chat bots, and Agent Assist capabilities across the Experience Interaction Platform.

You will design, test, and deploy conversational experiences, integrate with Dataverse, SharePoint, Dynamics 365, Teams, and other enterprise systems, and implement RAG solutions.

Qualifications

• 3+ years hands-on Copilot Studio development.
• Built and deployed multiple production Copilot Studio solutions.
• Experience integrating Copilot Studio with enterprise systems.

Responsibilities

• Lead hands-on design, development, testing and deployment of Copilot Studio solutions.
• Develop conversational experiences for voice and chat channels.
• Configure topics, prompts, actions, orchestration flows, and agent behaviors.
• Develop and troubleshoot Power Automate workflows.
• Design and implement integrations with APIs, Dataverse, SharePoint, Dynamics 365, Teams, and other enterprise systems.
• Build Retrieval Augmented Generation (RAG) solutions using enterprise knowledge sources.
• Develop AI-powered Agent Assist capabilities including: Call summarization, Knowledge recommendations, Post-call automation.
• Configure and deploy Voice AI and IVR automation capabilities.
• Build and optimize self-service virtual assistants.
• Test, tune, and improve AI response quality and accuracy.
• Debug production issues and implement fixes.

Skills

Copilot Studio development

AI agents

Conversational AI

Voice bots & chat bots

Agent Assist capabilities

Power Automate workflows

API integrations

Dataverse

SharePoint

Dynamics 365

Teams

Retrieval Augmented Generation

Voice AI/IVR

Self-service virtual assistants

Testing & debugging production issues

Tools

Copilot Studio

Power Automate

Dataverse

SharePoint

Dynamics 365

Microsoft Teams

Job description

Principal Engineer – Copilot Studio & AI for Contact Center (CCaaS) to lead the hands-on development and implementation of AI-powered customer and employee engagement solutions. This is a builder role, not a strategy-only position. The ideal candidate will have extensive experience designing, developing, testing, and deploying Microsoft Copilot Studio solutions, AI agents, conversational AI, voice bots, chat bots, Agent Assist capabilities, and AI-powered automation within modern Contact Center environments. The successful candidate will be responsible for delivering production-ready AI solutions that enhance member experiences, improve employee productivity, and enable next-generation capabilities across Client's Experience Interaction Platform (EIP). The role aligns directly with Client's enterprise adoption of Copilot Studio, AI agents, voice AI, and contact center modernization initiatives

The ideal candidate will be expected to personally:

• Build and deploy Copilot Studio agents from requirements through production.
• Develop conversational experiences for voice and chat channels.
• Create AI agents that support employee and member interactions.
• Configure topics, prompts, actions, orchestration flows, and agent behaviors.
• Develop and troubleshoot Power Automate workflows.
• Design and implement integrations with APIs, Dataverse, SharePoint, Dynamics 365, Teams, and other enterprise systems.
• Build Retrieval Augmented Generation (RAG) solutions using enterprise knowledge sources.
• Develop AI-powered Agent Assist capabilities including:
  • Call summarization
  • Knowledge recommendations
  • Post-call automation
• Configure and deploy Voice AI and IVR automation capabilities.
• Build and optimize self-service virtual assistants.
• Test, tune, and improve AI response quality and accuracy.
• Debug production issues and implement fixes.

Must have:

• 3+ years of hands-on Copilot Studio development experience.
• Built and deployed multiple production Copilot Studio solutions.
• Experience integrating Copilot Studio with enterprise systems.

Experience creating:

• Chat agents

Contact Center & CCaaS

3+ years of experience implementing Contact Center technologies.

Experience with CCaaS platforms such as: