Software Engineer II, AI

Microsoft • Redmond, WA

3d

About The Position

The Customer Experience AI (CxAI) group within Dynamics 365 is pioneering next-generation AI-powered customer experience solutions. We build intelligent, scalable, multi-modal contact center applications, leveraging conversational AI, large language models (LLMs), and predictive analytics. Our mission is to transform customer engagement through automation, personalization, and responsible AI practices, integrating Dynamics 365, Office 365, and Microsoft cloud services.
We are looking for a Software Engineer II, AI to help us grow!
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 2+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python OR equivalent experience.

Nice To Haves

• Master's Degree in Computer Science or related technical field AND 3+ 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 5+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python OR equivalent experience
• 3+ years of experience designing, building, and maintaining production services and web applications.
• 2+ years of hands‑on experience developing features using conversational AI technologies, including natural language processing (NLP) and speech systems.
• 2+ years of experience working with large language models (LLMs) and retrieval‑augmented generation (RAG) architectures, including applying Responsible AI principles within established frameworks.
• Experience building and shipping AIpowered features endtoend in production environments.
• Familiarity with cloudbased AI systems, including deploying and operating services on Azure.
• Experience with model integration patterns such as prompt engineering, tool/function calling, and evaluation of LLMbased systems.
• Working knowledge of search, retrieval, or vector databases used in RAGbased solutions.
• Experience applying Responsible AI practices, including model evaluation, mitigations, and safe deployment considerations.
• Ability to collaborate effectively with crossfunctional partners (e.g., product, applied science, design) to deliver customerfacing AI features.
• Solid problemsolving skills and a demonstrated ability to learn new technologies quickly.

Responsibilities

• Design, develop, and deploy AI/ML models for customer interaction scenarios including chatbots, voice agents, and sentiment analysis.
• Integrate LLMs, Retrieval-Augmented Generation (RAG), and advanced analytics into customer service workflows.
• Collaborate with data scientists, AI researchers, and engineering teams to deliver innovative solutions.
• Ensure high reliability, scalability, and adherence to responsible AI practices.
• Monitor and improve model performance and customer outcomes.
• Troubleshoot live site issues and optimize AI-driven workflows.
• Work closely with Program Managers and cross-functional teams to deliver customer-centric features.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level