Software Engineer II

Dynamics 365 is Microsoft's suite of enterprise software thatpowersmany of the largest businesses in the world. The Customer Experience Applications Team delivers Dynamics 365Contact Center, an AI-first solutionthat lets our customers run intelligent and highly scalable contact centers. We are building the next generation of our applications running on Azure that pull together Dynamics 365, Office365anda number ofother Microsoft cloud services to deliver high value, complete, and predictive application scenarios across all devices and form factors.

D365 Contact Center is a robust application that extends the power ofCustomer Relationship Management (CRM) like Dynamics 365 Customer Serviceto enable organizations to instantly connect and engage with their customers via channels like Live Chat, Voice, and SMS.

As a Software Engineer IIinthe Microsoft Dynamics Customer Experience Applications team, you will contribute to the design and implementation of intelligent solutions within Dynamics 365 by applying bothsoftware engineeringandAI skills.You'llwork closely with senior engineers, business stakeholders, and partners to help build scalable, production-ready systems thatleverageAI to address real-world business challenges.

This role is expected todemonstratestrong software engineering fundamentals-including coding, testing, and deployment-while integrating andoptimizingAI models and frameworks. The position contributes to delivering reliable, impactful, and innovative solutions, with mentorship and guidance from more senior team members.

We innovate quickly and collaborate closely with our partners and customers in a very agile environment. If the opportunity to collaborate with a diverse engineering team, on enabling end-to-end business scenarios usingcutting-edgeAI firsttechnologies and to solve problems for large scale 24x7 business SaaS applications excite you, we would love to talk to you!

Microsoft's mission is to empower every person and every organization on the planet to achieve more. Asemployeeswe 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.

As a Software Engineer II with research focus on the Microsoft Dynamics Customer Experience Applications team, this role applies both software engineering and AI expertise to build intelligent, scalable solutions that power Dynamics 365 services used globally. Collaboration with crossfunctional teams supports the delivery of highimpact features aligned with enterprise standards and cloudscale requirements. Responsibilities include:

• Developing highly usable, scalable application capabilities, integrating AImodelsand enhancing existing features to meet evolving customer needs.
• Building anddebugingproduction-grade code in distributed systems
• Translating business requirements into AI solutions, collaborating with data scientists, product managers, and engineering teams to ensure alignment and impact.
• OptimizingAI model performance and reliability in production environments, including retraining, evaluation, and continuous monitoring.
• Owning deployment,qualityand operation of AI systems, including automated testing, CI/CD pipelines, deployment, and monitoring with strongMLOpsand DevOps practices.
• Troubleshooting live site issues as part of both product development and live site support rotations, ensuring rapid resolution and learning.
• Ensuring high reliability and performance of applications and services through intelligent monitoring, alerting, and proactive failover strategies.