Microsoft Cloud Services Engineer
About The Position
SAIC is looking for a multi-discipline Microsoft Cloud Services Engineer, with expertise spanning MS Azure, MS Dynamics 365 Customer Service and Contact Center, MS Azure Foundry AI services, and MS Copilot Studio. This position will be responsible for designing, building, customizing, and integrating solutions within the Microsoft Dynamics 365 Customer Service ecosystem, including Omnichannel for Customer Service, Unified Routing, and Dynamics Contact Center telephony integrations. It will also be responsible for designing, building and customizing AI-enabled solutions leveraging Power Platform, Azure AI Foundry, Copilot Studio and furthering the use of Azure AI capabilities. This role works closely with business stakeholders, product owners, and IT teams to further modernize customer support operations, streamline case management, AI-enable agency workflows and activities and deliver world‑class service experiences.
Requirements
- Expertise spanning MS Azure, MS Dynamics 365 Customer Service and Contact Center, MS Azure Foundry AI services, and MS Copilot Studio
- Designing, building, customizing, and integrating solutions within the Microsoft Dynamics 365 Customer Service ecosystem, including Omnichannel for Customer Service, Unified Routing, and Dynamics Contact Center telephony integrations
- Designing, building and customizing AI-enabled solutions leveraging Power Platform, Azure AI Foundry, Copilot Studio and furthering the use of Azure AI capabilities
- Working closely with business stakeholders, product owners, and IT teams
- Modernize customer support operations
- Streamline case management
- AI-enable agency workflows and activities
- Deliver world‑class service experiences
- Implement, configure, and optimize Omnichannel for Customer Service and Dynamics Contact Center, including channels such as voice, chat, and SMS
- Develop and maintain integrations with third‑party telephony and contact center platforms (e.g., Azure Communication Services, Teams Phone, Copilot Studio IVR Agents, Power Apps, Logic Apps, ServiceNow)
- Implement Unified Routing, queues, SLA/KPI tracking, and knowledge management features
- Develop plugins, custom workflow activities, JavaScript, and PCF controls as needed
- Develop and maintain Azure AI Foundry solutions and applications for departmental and agency usage
- Provide technical support to development teams incorporating Azure AI Foundry solutions into their applications
- Provide deployment and post-deployment support such as Hypercare, structured transition to Operations and Maintenance, major incident escalations to 3rd tier engineering support
- Troubleshoot and resolve issues related to Customer Service Hub, Omnichannel, routing, and telephony integrations
- Ensure solutions adhere to security, compliance, data governance, and performance best practices
- Produce technical documentation, solution diagrams, and release artifacts
- Partner with business units to gather requirements and translate them into technical designs
Responsibilities
- Key role in the migration of legacy Call Center telephony solutions into Dynamics 365 Contact Center integrated with Dynamics 365 Customer Service
- Implement, configure, and optimize Omnichannel for Customer Service and Dynamics Contact Center, including channels such as voice, chat, and SMS
- Develop and maintain integrations with third‑party telephony and contact center platforms (e.g., Azure Communication Services, Teams Phone, Copilot Studio IVR Agents, Power Apps, Logic Apps, ServiceNow)
- Implement Unified Routing, queues, SLA/KPI tracking, and knowledge management features; develop plugins, custom workflow activities, JavaScript, and PCF controls as needed
- Develop and maintain Azure AI Foundry solutions and applications for departmental and agency usage; provide technical support to development teams incorporating Azure AI Foundry solutions into their applications
- Provide deployment and post-deployment support such as Hypercare, structured transition to Operations and Maintenance, major incident escalations to 3rd tier engineering support
- Troubleshoot and resolve issues related to Customer Service Hub, Omnichannel, routing, and telephony integrations
- Ensure solutions adhere to security, compliance, data governance, and performance best practices
- Produce technical documentation, solution diagrams, and release artifacts
- Partner with business units to gather requirements and translate them into technical designs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
