Software Engineer II - AI

Dynamics 365 is Microsoft's suite of enterprise software thatpowersmany 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, Office365 anda 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 ofCRM's like Dynamics 365 Customer Serviceto enable organizations to instantly connect and engage with their customers via channels like Live Chat, Voice, and SMS.

As an Software Engineer II - AI in the Microsoft Dynamics Customer Experience Applications team, you will apply both software engineering and AIexpertiseto design and implement intelligent solutions within Dynamics 365.You'llcollaborate with business and technology leaders, internal users, and partners to build scalable, production-ready systems thatleverageAI to solve complex businessrequests.In this role, you are expected to bring software engineering fundamentals-architecture, coding, testing, and deployment-while also selecting and integrating the most effective AI models and frameworks to deliver measurable impact and innovation.

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!

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Asasoftware engineer with applied AI focus in the Microsoft Dynamics CustomerExperienceApplications 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:

• Design and develop highly usable, scalable application capabilities, integrating AI models and enhancing existing features to meet evolving customer needs.
• Build and debug production-grade codein 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 reliabilityin 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 MLOps and DevOps practices.
• Troubleshoot live site issuesas part of both product development and live site support rotations, ensuring rapid resolution and learning.
• Ensure high reliability and performanceof applications and services through intelligent monitoring, alerting, and proactive failover strategies.