Overview

Dynamics 365 is Microsoft’s suite of enterprise software that powers many of the largest businesses in the world. The Customer Experience Applications Team delivers Dynamics 365 Contact Center, an AI-first solution that lets our customers run intelligent and highly scalable contact centers. We are building the next generation of our applications running on Azure that pull together Dynamics 365, Office 365 and a number of other Microsoft cloud services to deliver high value, complete, and predictive application scenarios across all devices and form factors.

D365 Contact Center is a robust application that extends the power of CRM’s like Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat, Voice, and SMS.

As a Research Engineer I in the Microsoft Dynamics Customer Experience Applications team, you will contribute to the design and implementation of intelligent solutions within Dynamics 365 by applying both software engineering and AI skills. You’ll work closely with senior engineers, business stakeholders, and partners to help build scalable, production-ready systems that leverage AI to address real-world business challenges.

In this role, you are expected to demonstrate strong software engineering fundamentals -including coding, testing, and deployment - while integrating and optimizing AI models and frameworks. You will contribute to delivering solutions that are reliable, impactful, and innovative, with mentorship and guidance from more senior team members.

We innovate quickly and collaborate closely with our partners and customers in a very agile environment. If the opportunity to collaborate with a diverse engineering team, on enabling end-to-end business scenarios using cutting-edge AI first technologies and to solve problems for large scale 24x7 business SaaS applications excite you, we would love to talk to you!

Responsibilities:

As software engineer with applied AI focus in the Microsoft Dynamics Customer Experience Applications team, you will apply both software engineering and AI expertise to build intelligent, scalable solutions that power Dynamics 365 services used globally. You’ll collaborate with cross-functional teams to deliver high-impact features aligned with enterprise standards and cloud-scale requirements. Your responsibilities include:

• Develop highly usable, scalable application capabilities, integrating AI models and enhancing existing features to meet evolving customer needs.

• Build and debug production-grade code in distributed systems

• Translate business requirements into AI solutions, collaborating with data scientists, product managers, and engineering teams to ensure alignment and impact.

• Optimize AI model performance and reliability in production environments, including retraining, evaluation, and continuous monitoring.

• Own deployment, quality and operation of AI systems, including automated testing, CI/CD pipelines, deployment, and monitoring with strong MLOps and DevOps practices.

• Troubleshoot live site issues as part of both product development and live site support rotations, ensuring rapid resolution and learning.

• Ensure high reliability and performance of applications and services through intelligent monitoring, alerting, and proactive failover strategies.

Qualifications:

Qualifications:

Required Qualifications:

• Bachelor’s degree in computer science, Computer Engineering , or related technical field AND 1+ years  technical engineering experience with coding in languages including, but not limited to, Python, C#, Java, Rust, or C++.

• OR equivalent experience.

• 1+ years of experience with GenAI, LLMs, or agentic systems

• Experience with customers success, zero trust security and compliance

• Experience with proficient coding, debugging, and problem-solving skills

Other Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check:

• This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

• Advanced degree (MS or PhD) in Computer Science, Machine Learning, or a related field.

• AI & Domain Expertise: Deep expertise in one or more AI domains, with a proven track record of deploying and scaling AI models in cloud environments.

• MLOps & LLMOps: Strong experience with MLOps workflows (CI/CD, monitoring, retraining pipelines) and familiarity with modern LLMOps frameworks.

• Cloud & Infrastructure: Skilled in building and operating infrastructure using Azure, AWS, or Google Cloud, and deploying containerized models with Docker, Kubernetes, or similar tools.

• Engineering Excellence: Passion for building high-quality, reliable, and maintainable software with strong coding and debugging practices.

• Collaboration & Communication: Excellent verbal, written, and cross-team communication skills; a collaborative team player across time zones and diverse stakeholder groups.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.