Senior Customer Experience Technology Specialist - AI & Copilot

Caterpillar; Irving (TX); On-site; USD 140,000 - 190,000; Full time

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

Decision Making

Software Development

Software Architecture

Software Testing

Analytical Thinking

Education

Bachelor's degree in Computer Science or related field

Tools

Copilot Studio

Copilot Agents

Power Platform

Microsoft Dynamics 365

IVR Systems

Job description

Career Area: Technology, Digital and Data

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world.

Job Summary

Caterpillar Customer Support is seeking a Senior Customer Experience Technology Specialist - AI & Copilot for our Microsoft Dynamics 365 application (Contact Center, Sales, Customer Service) who combines hands-on Microsoft Copilot development expertise and Power Platform with omnichannel experience and skills.

What You Will Do

• Lead client discovery and business process assessments to identify, prioritize, and articulate Microsoft Copilot and Agentic use cases aligned to business outcomes.
• Design, build, and deploy Copilot Agents using Copilot Studio, balancing technical feasibility, governance constraints, and customer considerations.
• Lead Copilot adoption initiatives, including readiness assessments, use case identification, and phased rollout planning across global business teams
• Configure, deploy, and maintain Interactive Voice Response (IVR) Agents in Copilot Studio
• Configure and deploy AI-enhanced workflow automation and Copilot solutions leveraging Power Platform's low-code/no-code capabilities
• Lead training sessions, technology demonstrations, and discussions ensuring seamless adoption and ongoing engagement with Copilot Agents and AI tools.
• Maintain governance standards, including documentation of configurations, policies, and best practices in alignment with enterprise security and compliance requirements
• Partners with end users and business teams to understand needs, provide guidance, and help them optimize the value of available productivity and AI tools.
• Serve as a subject matter expert (SME) for Copilot Studio and AI capabilities.
• Monitor and evaluate Copilot and Power Platform usage, providing insights and recommendations to optimize adoption and business impact
• Stay current on the Microsoft Dynamics 365 roadmap, proactively identifying new features and capabilities relevant to AI and Copilot Agents.

Omnichannel

• Lead omnichannel initiatives for Cat Customer Support, including coordination of a business strategy that provides a seamless, unified customer experience across all channels
• Maintain customer support channels such as IVR, chat, phone, SMS, email and self-service for the Microsoft Dynamics 365 Contact Center application
• Monitor channels through KPIs, identify opportunities to improve visibility and conversion, and provide actionable recommendations to enhance omnichannel effectiveness
• Support development and execution of a variety of different channels.
• Own the digital performance for all channels

What You Will Have

• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
• Software Development: Knowledge of software development tools and activities; ability to produce software products or systems in line with product requirements.
• Software Product Design/Architecture: Knowledge of software product design; ability to convert market requirements into the software product design.
• Software Product Technical Knowledge : Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.
• Software Product Testing : Knowledge of software product testing; ability to design, plan, and execute testing strategies and tactics to ensure software product quality and adherence to stated requirements.

Considerations For Top Candidates

• Bachelor's degree in Computer Science or related field preferred
• Proven experience in omnichannel, digital commerce, channel management, or a related field.
• Proven experience developing solutions using Power Platform or Microsoft cloud technologies.
• Hands-on experience with Copilot Studio, Copilot Agents, or conversational AI frameworks.
• Strong understanding of Microsoft Dynamics 5...