Senior AI Copilot & Omnichannel Solutions Architect
Caterpillar
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Job summary
Caterpillar's Cat Digital team in the United States is seeking a Senior Customer Experience Technology Specialist—AI & Copilot for the Microsoft Dynamics 365 Contact Center, Sales, and Customer Service applications. You will combine hands-on Copilot development with Power Platform to enhance omnichannel customer support.
You will lead discovery, design and deployment of Copilot Agents, oversee governance, training, and adoption, and stay current with Dynamics roadmap to drive business outcomes
Qualifications
- Bachelor's degree in Computer Science or related field preferred.
- Experience in omnichannel, digital commerce, or channel management.
- Experience with Power Platform or Microsoft cloud technologies.
- Hands-on experience with Copilot Studio, Copilot Agents, or conversational AI frameworks.
- Strong understanding of Microsoft Dynamics 365.
Responsibilities
- Lead client discovery and business process assessments for Copilot use cases.
- Design, build, and deploy Copilot Agents using Copilot Studio.
- Lead Copilot adoption initiatives and rollout planning.
- Configure and maintain IVR Agents in Copilot Studio.
- Develop AI-enabled workflows using Power Platform.
- Deliver training and ensure ongoing adoption and governance.
Skills
Education
Tools
Job description
Caterpillar's Cat Digital team in the United States is seeking a Senior Customer Experience Technology Specialist—AI & Copilot for the Microsoft Dynamics 365 Contact Center, Sales, and Customer Service applications. You will combine hands-on Copilot development with Power Platform to enhance omnichannel customer support.
You will lead discovery, design and deployment of Copilot Agents, oversee governance, training, and adoption, and stay current with Dynamics roadmap to drive business outcomes
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