Senior Manager Software Engineering - Cat Customer Support

Caterpillar•Peoria, IL

29d

About The Position

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world. The Senior Manager Software Engineering for Cat Customer Support will oversee a team to design, build, and implement solutions using Microsoft Dynamics 365 Customer Service, Power Platform, Power BI & Copilot. Key responsibilities include project planning, managing timelines and budgets, ensuring quality through best practices in coding and testing, and integrating D365 with other systems. They must have a strong understanding of both the technical aspects of D365 and customer service processes, and possess leadership and communication skills to collaborate with stakeholders and manage their team.

Requirements

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Software Engineering: Knowledge of software engineering; ability to deliver new or enhanced fee-based software products.
Requirements Analysis: Knowledge of tools, methods, and techniques of requirement analysis; ability to elicit, analyze and record required business functionality and non-functionality requirements to ensure the success of a system or software development project.
System and Technology Integration: Knowledge of the features and facilities of systems; ability to integrate and communicate among applications, databases and technology platforms.
Building Relationships and Using Influence: Naturally connects and builds strong relationships with global stakeholders, demonstrating strong emotional intelligence and an ability to communicate clearly and persuasively.

Nice To Haves

Bachelor's degree in Computer Science, Information Technology, or related field
Proven experience designing and implementing Dynamics 365 Customer Service
Strong understanding of customer service and support operations
Experience with full lifecycle implementations of Dynamics 365, from requirements gathering to deployment
Extensive experience in systems architecture, focused on Microsoft Dynamics 365 implementations
Microsoft Azure: Experience with Azure PaaS and IaaS services, including Azure Functions, Logic Apps, Service Bus, Event Grid, and Azure Data Factory
Power Platform: Proficiency with Power Apps, Power Automate, Power BI, and AI Builder
Integration Technologies: Experience with Azure API Management, Logic Apps, Azure Service Bus, and Azure Integration Services
Data & Analytics: Knowledge of Azure Synapse Analytics, Power BI, and data modeling for Dynamics 365 implementations
DevOps: Experience with Azure DevOps, including source control, pipelines, and ALM practices for Dynamics 365
Security: Knowledge of Microsoft Entra ID (formerly Azure AD), role-based security, and data protection in Dynamics 365 implementations
Microsoft Certified: Azure Solutions Architect Expert
Microsoft Certified: Power Platform Solution Architect Expert
Microsoft Certified: Dynamics 365 Customer Service

Responsibilities

Work with peers within Cat Customer Support (Business Development, Knowledge & Training and Operations) and other Cat Digital teams to collaborate on requirements and product roadmap
Drive AI strategy and solutions to improve customer service productivity and efficiency working closely with Data & AI team.
Develop clear presentations for executive audiences to explain complex technical solutions simply.
Direct, motivate and develop teams. Support the culture and values of the organization. Ensure high standards and quality of technical work. Manage staffing, budgeting, and operational oversight for across - design, implementation, and testing for Microsoft Dynamics 365 Customer Service.
Design, implement, and test Power Platform solutions that enhance the core Dynamics 365 functionality through Power Apps, Power Automate, and Power BI.
Guide technical decisions around customization vs. configuration within Dynamics 365 targeting greater than 85% out of the box.
Evaluate & implement Microsoft technologies (including Copilot, AI Builder, and other AI services) to drive increased support productivity & efficiency.
Conduct regular architectural reviews to identify areas for improvement, optimization, and technical debt reduction.
Mentor and develop team members, fostering a culture of innovation and continuous learning around Microsoft technologies.