Exchange & Copilot Operations Support Engineer

CVS Health

17d

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. The Exchange & Copilot Operations Support Engineer plays a critical role in ensuring the reliability, performance, and security of the enterprise Microsoft Exchange environment and Microsoft 365 Copilot services. This role supports daily operations, troubleshooting, service optimization, and user enablement across Exchange Online, hybrid messaging, and Copilot integrations. The ideal candidate brings strong technical depth in Microsoft Exchange, M365 administration, PowerShell, and modern AI-assisted productivity tooling. What you'll do: Provide Tier 2/3 operational support for Exchange Online and hybrid Exchange environments Troubleshoot mailbox, transport, connectivity, authentication, permissions, and client-side issues Execute PowerShell-driven workflows for bulk operations, mailbox automation, user lifecycle tasks, migrations, and configuration changes Monitor service health, message hygiene, queue status, and Exchange Online Protection (EOP) behaviors Support mailbox migrations (tenant-to-tenant, on-prem to cloud, and cross-platform migrations such as G-Suite/AWS) Support deployment, configuration, and enablement of Microsoft 365 Copilot, including license validation, feature governance, and readiness tasks Assist end users and stakeholders in the effective use of Copilot within Teams, Outlook, Word, Excel, Edge, and SharePoint Troubleshoot issues related to permissions, data access policies, connectors, and Microsoft Graph data dependencies Support rollout of federated Copilot connectors, ensuring proper governance and visibility controls (MCP-based connectors, admin settings, etc.) Partner with engineering and product teams to operationalize new Copilot features and AI governance guidelines Build and maintain operational PowerShell scripts and workflow automations Participate in development and refinement of automated solutions leveraging Power Platform, SharePoint, and Teams Identify opportunities to streamline support processes, reduce toil, and enhance user experience Own complex incident investigations and root-cause analysis for messaging- and AI-related service disruptions Provide guidance to Service Desk and Tier 1 teams to reduce escalations Document runbooks, knowledge articles, troubleshooting steps, and operational standards Work cross-functionally with Security, Identity, Cloud Engineering, and Collaboration teams Partner with business units to understand Copilot use cases and support adoption initiatives Communicate effectively with both technical and non-technical audiences

Requirements

• 3–5 years supporting Microsoft Exchange Online and M365 services in an enterprise environment
• Proficiency with PowerShell, including scripting for automation and bulk operations
• Demonstrated experience with Microsoft 365 administration (Teams, OneDrive, SharePoint, Entra ID)
• Strong troubleshooting skills for mail flow, authentication, permissions, and client issues
• Experience supporting or deploying Microsoft 365 Copilot or analogous AI/automation systems
• Ability to work with enterprise security, compliance, and governance frameworks

Nice To Haves

• Experience with Copilot connectors (indexed and federated), MCP, and Graph API concepts
• Familiarity with hybrid Exchange environments and directory sync (Entra Connect)
• Working knowledge of Power Platform or workflow automation tools
• Experience with large-scale enterprise deployments and user enablement programs
• Excellent communication, documentation, and stakeholder-management skills

Responsibilities

• Provide Tier 2/3 operational support for Exchange Online and hybrid Exchange environments
• Troubleshoot mailbox, transport, connectivity, authentication, permissions, and client-side issues
• Execute PowerShell-driven workflows for bulk operations, mailbox automation, user lifecycle tasks, migrations, and configuration changes
• Monitor service health, message hygiene, queue status, and Exchange Online Protection (EOP) behaviors
• Support mailbox migrations (tenant-to-tenant, on-prem to cloud, and cross-platform migrations such as G-Suite/AWS)
• Support deployment, configuration, and enablement of Microsoft 365 Copilot, including license validation, feature governance, and readiness tasks
• Assist end users and stakeholders in the effective use of Copilot within Teams, Outlook, Word, Excel, Edge, and SharePoint
• Troubleshoot issues related to permissions, data access policies, connectors, and Microsoft Graph data dependencies
• Support rollout of federated Copilot connectors, ensuring proper governance and visibility controls (MCP-based connectors, admin settings, etc.)
• Partner with engineering and product teams to operationalize new Copilot features and AI governance guidelines
• Build and maintain operational PowerShell scripts and workflow automations
• Participate in development and refinement of automated solutions leveraging Power Platform, SharePoint, and Teams
• Identify opportunities to streamline support processes, reduce toil, and enhance user experience
• Own complex incident investigations and root-cause analysis for messaging- and AI-related service disruptions
• Provide guidance to Service Desk and Tier 1 teams to reduce escalations
• Document runbooks, knowledge articles, troubleshooting steps, and operational standards
• Work cross-functionally with Security, Identity, Cloud Engineering, and Collaboration teams
• Partner with business units to understand Copilot use cases and support adoption initiatives
• Communicate effectively with both technical and non-technical audiences

Benefits

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees