Customer Experience Technology Specialist - AI & Copilot

Job Summary

Caterpillar Customer Support is seeking a Customer Experience Technology Specialist – AI & Copilot for our Microsoft Dynamics 365 application (Contact Center, Sales, Customer Service). The role combines hands‑on Microsoft Copilot and Power Platform development with omnichannel experience to lead the design, deployment, and adoption of intelligent automation and conversational AI for global business teams.

• Copilot Design Studio – Agent Deployment:
  • Lead client discovery and business process assessments to identify and prioritize Microsoft Copilot and agentic use cases aligned to business outcomes.
  • Design, build, and deploy Copilot Agents using Copilot Studio, balancing technical feasibility, governance, and customer considerations.
  • Lead adoption initiatives, including readiness assessments, use‑case identification, and phased rollout planning across global teams.
  • 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’s low‑code/no‑code capabilities.
  • Lead training sessions, technology demonstrations, and discussions to ensure seamless adoption and ongoing engagement with Copilot agents and AI tools.
  • Maintain governance standards, including documentation of configurations, policies, and best practices in alignment with enterprise security and compliance requirements.
  • Partner with end users and business teams to understand needs, provide guidance, and help optimize the value of available productivity and AI tools.
  • Serve as a subject‑matter expert for Copilot Studio and AI capabilities.
  • Monitor and evaluate Copilot and Power Platform usage, providing insights and recommendations to optimize adoption and business impact.
  • Stay current on the Microsoft Dynamics 365 roadmap and proactively identify new features and capabilities relevant to AI and Copilot agents.
• Omnichannel Lead:
  • Lead omnichannel initiatives for Cat Customer Support, coordinating a business strategy that provides a seamless, unified customer experience across all channels.
  • Maintain customer support channels such as IVR, chat, phone, SMS, email, and self‑service for the Microsoft Dynamics 365 Contact Center application.
  • Monitor channels through KPIs, identify opportunities to improve visibility and conversion, and provide actionable recommendations to enhance omnichannel effectiveness.
  • Support development and execution of a variety of channels and own the digital performance for all channels.

• Decision Making and Critical Thinking – accurate analysis of situations and informed judgment.
• Software Development – proficiency in creating software products or systems in line with product requirements.
• Software Product Design/Architecture – converting market requirements into software product design.
• Software Product Technical Knowledge – designing, configuring, and integrating technical aspects of software products.
• Software Product Testing – designing, planning, and executing testing strategies to ensure quality and adherence to requirements.

• 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.
• Ability to communicate complex technical concepts to non‑technical stakeholders and guide customers toward informed decisions.
• Experience translating business requirements into technical architecture.
• 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.

• Pay Range: $97,530.00 - $ (final offer may vary by location, level, and experience).
• Benefits may include medical, dental, and vision; paid time off; 401(k) savings plans;
  Health Savings Account;
  Flexible Spending Accounts; health lifestyle programs; employee assistance program; voluntary benefits; career development; incentive bonus; disability benefits; life insurance; parental leave; adoption benefits; and tuition reimbursement.
• Benefits also apply to part‑time employees.
• Visa sponsorship is not available for this position.

Caterpillar is an Equal Opportunity Employer, including veterans and individuals with disabilities. Qualified applicants of any age are encouraged to apply.