Prinicpal Engineer

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

Job summary

TechWish is seeking a Principal Engineer to lead hands-on development of AI-powered Copilot Studio solutions for CCaaS. You will design and deploy agents, craft conversational experiences, and implement integrations across enterprise systems such as Dataverse, SharePoint, Dynamics 365, Teams, and more.

The role emphasizes building Retrieval Augmented Generation solutions, AV/Voice AI, and agent assist capabilities, delivering production-ready AI that enhances customer and employee experiences

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 build and deployment of Copilot Studio agents from requirements to production.
• Develop conversational experiences for voice and chat channels.
• Configure topics, prompts, actions, and orchestration flows for agents.
• Develop and troubleshoot Power Automate workflows and integrate with enterprise systems.
• Build and optimize self-service virtual assistants and Agent Assist capabilities.

Skills

Copilot Studio dev

Production Copilot solutions

Enterprise integration

CCaaS experience

Generative AI

Tools

Copilot Studio

Power Platform

Power Automate

Dataverse

Power Apps

Dynamics 365

Microsoft Teams

Azure Services

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 Navy Federal's Experience Interaction Platform (EIP). The role aligns directly with NFCU'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
• Next Best Action guidance
• Intelligent search
• 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.

Copilot Studio

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:

• Custom topics
• Custom actions
• Generative AI agents
• Autonomous agents
• Voice agents
• Chat agents

Contact Center & CCaaS

3+ years of experience implementing Contact Center technologies.

Experience with CCaaS platforms such as:

• Microsoft Dynamics 365 Contact Center or Genesys

Deep understanding of:

• IVR design
• Call flows
• Routing strategies
• Agent desktop experiences
• Workforce optimization
• Customer journey orchestration

Generative AI

Strong hands-on experience with:

• Large Language Models (LLMs)
• Prompt Engineering
• RAG implementations
• Azure OpenAI
• AI Foundry
• Conversational AI design
• AI model evaluation
• AI guardrails and governance

Technical Skills

Microsoft Technologies

• Copilot Studio
• Power Platform
• Power Automate
• Dataverse
• Power Apps
• Dynamics 365
• Microsoft Teams
• Azure Services

AI Technologies

• Azure OpenAI
• AI Foundry
• Prompt Engineering
• Semantic Search
• Vector Databases
• Conversational AI
• Voice AI

Development Skills

• REST APIs
• JSON
• JavaScript
• Python
• C#
• Git
• Azure DevOps
• CI/CD Pipelines