Senior AI Copilot & CX Technology Lead

Caterpillar; Chicago (IL); On-site; USD 113,000 - 183,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Paid time off plan

401(k) savings plans

Health Savings Account (HSA)

Flexible Spending Accounts (FSAs)

Career Development

Incentive bonus

Parental leave

Tuition Reimbursement

Job summary

Caterpillar is seeking a Senior Customer Experience Technology Specialist – AI & Copilot to advance our Dynamics 365 Contact Center, Sales, and Customer Service. You will design Copilot agents, deploy using Copilot Studio, and lead omnichannel initiatives across global teams.

We value hands-on Copilot and Power Platform experience, strong Dynamics 365 knowledge, and the ability to communicate technical ideas to nontechnical stakeholders.

Qualifications

• Bachelor’s degree in Computer Science or related field preferred.
• Experience with omnichannel, digital commerce, or channel management.
• Hands-on experience with Copilot Studio, Copilot Agents, or conversational AI.
• Strong knowledge of Dynamics 365, Power Platform governance, and APIs.
• Ability to translate requirements to technical solutions and architectures.

Responsibilities

• Lead Copilot design and agent deployment for the contact center.
• Identify use cases, prioritize outcomes, and plan phased rollouts.
• Configure and deploy IVR and AI-enhanced workflow automations.
• Maintain governance, security, and documentation across platforms.
• Provide training, demos, and ongoing adoption support for teams.
• Monitor channels and optimize omnichannel performance and adoption.

Skills

Copilot Studio

Copilot Agents

Microsoft Dynamics 365

Power Platform

IVR

Omnichannel

Education

Bachelor’s degree in Computer Science or related field

Tools

Copilot Studio

Microsoft Copilot

Power Platform

Job description

Caterpillar is seeking a Senior Customer Experience Technology Specialist – AI & Copilot to advance our Dynamics 365 Contact Center, Sales, and Customer Service. You will design Copilot agents, deploy using Copilot Studio, and lead omnichannel initiatives across global teams.

We value hands-on Copilot and Power Platform experience, strong Dynamics 365 knowledge, and the ability to communicate technical ideas to nontechnical stakeholders.