Senior Software Engineer - Dynamics 365 Contact Center AI team

Microsoft•Redmond, WA

1d•$119,800 - $234,700

About The Position

The Contact Center AI team is building the conversational AI runtime that powers the next generation of intelligent, agentic customer engagement across chat, digital channels and real-time voice. We deliver Contact Center AI as a highly available, enterprise-grade service that integrates cleanly with Azure and a broad ecosystem of first- and third-party products, enabling any surface to embed rich contact center experiences and advanced AI capabilities out-of-the-box. We transform Microsoft’s advances in foundation models, multimodal systems, and AI agents into production-ready capabilities that help customers resolve complex needs with speed, consistency, and trust. Our mission is to deliver a world-class agentic platform where Copilot agents can reason, plan, act, collaborate with other agents, and transition seamlessly to human experts—turning frontier AI into dependable customer outcomes on a global scale. Our charter spans the full Microsoft Copilot Studio (MCS) runtime: intelligent agent authoring, orchestration, and invocation; secure tool and connector execution; knowledge grounding and retrieval; and a dynamic evaluation system that continuously measures quality as agents, models, data, and customer behaviors evolve. We use targeted evaluations, and drift detection to identify regressions early, understand their causes, and iterate rapidly - creating a closed learning loop that improves accuracy, resilience, and consistency over time. As a Senior Software Engineer on the team, you will design, build, and operate the services at the heart of this platform - shaping the technical architecture and shipping production-grade features across the agentic stack, from real-time voice and orchestration to Copilot agents, tool invocation, and the Copilot Studio runtime that brings them to life. We are an AI-first organization: we rethink every workflow in an agentic way, innovate quickly, and collaborate closely with our partners and customers in an agile, fast-paced, high-energy environment. If this opportunity excites you, come and talk to us! 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.

Requirements

Bachelor's Degree in Computer Science or related technical field AND 4+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python OR equivalent experience.
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.
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

Master's Degree in Computer Science or related technical field AND 6+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python OR Bachelor's Degree in Computer Science or related technical field AND 8+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python OR equivalent experience.
Experience with cloud technologies (Azure preferred).
Hands-on experience with agent frameworks, LLM orchestration, RAG, tool/function calling, and prompt/grounding strategies.
Experience with Microsoft Copilot Studio (MCS) architecture, conversational platforms, or agent runtimes.
Real-time voice or speech experience - ASR/TTS, speech-to-speech, telephony/media pipelines, or low-latency streaming.
Familiarity with CRM platforms, contact center systems, and customer data models.
Track record of setting technical direction and mentoring senior engineers.
Effective collaboration and communication skills.

Responsibilities

Design, implement, and ship reliable, production-grade agentic systems across the stack, owning the quality, delivery, and support of the services you build.
Build agentic experiences on the Microsoft Copilot Studio (MCS) runtime - contributing to agent orchestration, planning, grounding, memory, knowledge sources, connectors, the Tool Gateway, and the control plane that ties them together.
Develop real-time voice agents - low-latency, speech-to-speech experiences with sub-second turn-taking, barge-in, interruption handling, and graceful human hand-off that feel natural in live calls.
Build scalable, resilient backend services using event-driven and service mesh patterns, with high-throughput APIs (REST, gRPC), and participate in the full service lifecycle - CI/CD, Infrastructure as Code, on-call, and SLA-driven reliability.
Understand and anticipate the needs of our customers who need to react to an evolving business and technology landscape.
Work in the code, support the service, and understand at a detailed level how the software works; partner with AI/ML, PM, and design, and mentor fellow engineers through design and code reviews.
Embed fairness, safety, privacy, grounding, and reliability into everything you build.
Solve complex problems by building great software.