Senior Customer Experience Engineer

Microsoft

About The Position

Dynamics 365 is Microsoft’s suite of enterprise software that powers many of the largest businesses in the world. Dynamics 365 Contact Center is an AI-first solution that lets our customers run intelligent and highly scalable contact centers. We are building a next-generation global support model that combines product engineering, data-driven insights, customer advocacy, and continuous improvement. As an experienced Senior Customer Experience Engineer joining the Microsoft Dynamics Contact Center Support team, you will be responsible for delivering world-class engineering support for our largest and most strategic customers, ensuring the reliability, scalability, and performance of their mission-critical workloads. This role is an opportunity to work at cloud scale, solve complex technical challenges, and directly influence product quality and customer satisfaction. You will be part of a global, 24x7 support engineering team working across Dynamics 365 Contact Center. 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. If you thrive on solving complex problems at scale, enjoy working directly with customers, and want to shape the future of modern cloud contact centers, this is the place for you.

Requirements

Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
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.

Nice To Haves

Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud operations, support engineering, and/or customer experience engineering OR equivalent experience.
3+ years of customer facing experience.
Experience supporting mission-critical cloud services for enterprise customers.
Deep technical expertise with Dynamics 365 Customer Engagement (CE) and Customer Service Omni Channel, PowerApps, Power Automate and Dynamics 365 CE apps.
Proven ability to manage competing priorities and drive initiatives to completion.
Experience supporting or implementing cloud contact center platforms such as Microsoft CCaaS, Azure Communication Services, or similar CCaaS ecosystems.
Knowledge of telephony fundamentals including SIP, RTP, codecs, carriers, SBCs, PSTN connectivity, Direct Routing, and QoS optimization.
Hands-on experience with IVR/IVA design, bot integration, call flow debugging, voice quality troubleshooting, and call analytics.
Knowledge of compliance, data retention, transcription policies, and audit requirements relevant to contact centers.
Proven experience trouble shooting issues directly with customers and demonstrating empathy
Skilled communicator with the ability to translate technical issues into clear, actionable guidance for customers and leadership.
Analytical and diagnostic skills, including log analysis, performance troubleshooting, and root-cause investigation.
Ability to learn new technologies quickly in a fast-paced engineering environment.

Responsibilities

Provide advanced technical support for enterprise customers using Dynamics 365 Contact Center
Resolve critical, complex, and time-sensitive technical issues within a 24x7x365 global support environment.
Participate in on-call rotations to lead triage, incident response, and escalation management for high-severity issues.
Perform deep technical troubleshooting, log and telemetry analysis, and root-cause investigations across application, platform, data, and telephony layers.
Deliver clear, customer-ready technical guidance and documentation to reduce future incidents and improve operational stability.
Support the full Microsoft Contact Center as a Service (CCaaS) feature set, including voice channels, PSTN/Direct Routing, digital messaging, intelligent routing, IVR/IVA flows, bots, and agent desktop experiences.
Diagnose issues involving SIP signaling, RTP/voice quality, telephony configuration, call setup failures, network QoS, and SBC/carrier integrations.
Troubleshoot routing logic, queue management, priority rules, classification models, and capacity-based distribution.
Support AI-driven features such as agent assist, classification, conversation intelligence, transcription, and generative responses.
Lead investigations into cross-service scenarios involving Azure Communication Services (ACS), Bot Framework, Power Automate, Azure Functions, and Dataverse.
Collaborate with product engineering to escalate bugs, validate fixes, improve troubleshooting workflows, and influence roadmap decisions.
Assist customers with CCaaS onboarding, provisioning, channel setup, compliance configuration, analytics, and environment readiness.
Represent customer issues and insights to product engineering teams to drive platform improvements and service quality.
Partner closely with engineering to validate product fixes, influence feature designs, and contribute to release readiness.
Create playbooks, troubleshooting guides, diagnostics practices, and self-help content to improve support scale and customer enablement.
Develop and deliver training for global team members, including CCaaS deep-dive materials, hands-on labs, and readiness content.
Mentor and coach new engineers to accelerate onboarding and technical proficiency.
Support the recruitment and development of a world-class global support organization.
Contribute to process improvement initiatives, operational excellence programs, and cross-team engineering efforts.