Senior Customer Experience Technology Specialist – AI, Copilot

Caterpillar Inc.

. Lead client discovery and business process assessments to identify, prioritize, and articulate Microsoft Copilot and Agentic use cases .

Posted 9/22/2026full-timeUnited StatesSenior💰 $112,710 - $183,140 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Microsoft Copilot, Power Platform, and Microsoft Dynamics 365, with a strong focus on omnichannel strategies and AI-enhanced solutions. Capable of leading client engagements, training sessions, and governance practices while effectively communicating technical concepts to diverse stakeholders.

Highest-signal resume keywords

Microsoft Copilot StudioPower Platform DevelopmentMicrosoft Dynamics 365Omnichannel StrategyConversational AI Frameworks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

JavaScriptC#Azure FunctionsAI Workflow AutomationIVR ConfigurationCustom ConnectorsCopilot Agents DevelopmentAPI IntegrationsSoftware Product DesignSoftware Testing

Soft Skills

CommunicationStakeholder EngagementProblem SolvingTraining FacilitationTechnical Guidance

Tools & Technologies

Microsoft CopilotPower PlatformMicrosoft Dynamics 365 Contact CenterInteractive Voice Response (IVR)Microsoft Graph

Industry Keywords

Digital CommerceChannel ManagementGovernance DocumentationSecurity ComplianceCustomer Experience

Tech Stack

Tools & technologies

AzureCloudJavaScript

About the role

Key responsibilities & impact

Lead client discovery and business process assessments to identify, prioritize, and articulate Microsoft Copilot and Agentic use cases
Design, build, and deploy Copilot Agents using Copilot Studio
Lead Copilot adoption initiatives, readiness assessments, use-case identification, and phased rollout planning
Configure, deploy, and maintain Interactive Voice Response (IVR) Agents in Copilot Studio
Configure and deploy AI-enhanced workflow automation and Copilot solutions using Power Platform
Lead training sessions, technology demonstrations, and discussions supporting adoption of Copilot Agents and AI tools
Maintain governance documentation, policies, and best practices aligned with security and compliance requirements
Partner with end users and business teams to optimize productivity and AI tools
Serve as a subject matter expert for Copilot Studio and AI capabilities
Monitor and evaluate Copilot and Power Platform usage and recommend improvements
Track the Microsoft Dynamics 365 roadmap and identify relevant AI and Copilot capabilities
Lead omnichannel initiatives and coordinate a seamless customer experience across channels
Maintain IVR, chat, phone, SMS, email, and self-service channels in Microsoft Dynamics 365 Contact Center
Monitor channel KPIs and recommend improvements to omnichannel effectiveness
Support development and execution of different channels
Own digital performance for all channels

Requirements

What you’ll need

Bachelor’s degree in Computer Science or related field preferred
Proven experience in omnichannel, digital commerce, channel management, or a related field
Proven experience developing solutions using Power Platform or Microsoft cloud technologies
Hands-on experience with Copilot Studio, Copilot Agents, or conversational AI frameworks
Strong understanding of Microsoft Dynamics 365, Power Platform governance, connectors, and environment strategies
Demonstrated ability to communicate complex technical concepts to nontechnical stakeholders and guide customers toward informed decisions
Ability to translate business requirements into technical and architectural solutions
Experience building Copilot plugins, custom connectors, or agentic workflows
Technical proficiency with JavaScript, C#, or Azure Functions
Familiarity with Microsoft Graph, API integrations, and automation patterns
Knowledge of decision-making processes and associated tools and techniques
Knowledge of software development tools and activities
Knowledge of software product design and architecture
Knowledge of technical aspects of software products
Knowledge of software product testing
Successful completion of a drug screen required for employment

Benefits

Comp & perks

Medical, dental, and vision benefits
Paid time off plan (Vacation, Holidays, Volunteer, etc.)
401(k) savings plans
Health Savings Account (HSA)
Flexible Spending Accounts (FSAs)
Health Lifestyle Programs
Employee Assistance Program
Voluntary Benefits and Employee Discounts
Career Development
Incentive bonus
Disability benefits
Life Insurance
Parental leave
Adoption benefits
Tuition Reimbursement
Visa sponsorship available for eligible applicants