Exchange & Copilot Operations Support Engineer

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

The Exchange & Copilot Operations Support Engineer plays a critical role in ensuring the reliability, performance, and security of the enterprise Microsoft Exchange environment and Microsoft 365 Copilot services. This role supports daily operations, troubleshooting, service optimization, and user enablement across Exchange Online, hybrid messaging, and Copilot integrations. The ideal candidate brings strong technical depth in Microsoft Exchange, M365 administration, Power Shell, and modern AI-assisted productivity tooling.

• Provide Tier 2/3 operational support for Exchange Online and hybrid Exchange environments
• Troubleshoot mailbox, transport, connectivity, authentication, permissions, and client-side issues
• Execute Power Shell-driven workflows for bulk operations, mailbox automation, user lifecycle tasks, migrations, and configuration changes
• Monitor service health, message hygiene, queue status, and Exchange Online Protection (EOP) behaviors
• Support mailbox migrations (tenant-to-tenant, on-prem to cloud, and cross-platform migrations such as G-Suite/AWS)
• Support deployment, configuration, and enablement of Microsoft 365 Copilot, including license validation, feature governance, and readiness tasks
• Assist end users and stakeholders in the effective use of Copilot within Teams, Outlook, Word, Excel, Edge, and Share Point
• Troubleshoot issues related to permissions, data access policies, connectors, and Microsoft Graph data dependencies
• Support rollout of federated Copilot connectors, ensuring proper governance and visibility controls (MCP-based connectors, admin settings, etc.)
• Partner with engineering and product teams to operationalize new Copilot features and AI governance guidelines
• Build and maintain operational Power Shell scripts and workflow automations
• Participate in development and refinement of automated solutions leveraging Power Platform, SharePoint, and Teams
• Identify opportunities to streamline support processes, reduce toil, and enhance user experience
• Own complex incident investigations and root‑cause analysis for messaging‑ and AI‑related service disruptions
• Provide guidance to Service Desk and Tier 1 teams to reduce escalations
• Document runbooks, knowledge articles, troubleshooting steps, and operational standards
• Work cross‑functionally with Security, Identity, Cloud Engineering, and Collaboration teams
• Partner with business units to understand Copilot use cases and support adoption initiatives
• Communicate effectively with both technical and non‑technical audiences

• 3-5 years supporting Microsoft Exchange Online and M365 services in an enterprise environment
• Proficiency with Power Shell, including scripting for automation and bulk operations
• Demonstrated experience with Microsoft 365 administration (Teams, One Drive, SharePoint, Entra )
• Strong troubleshooting skills for mail flow, authentication, permissions, and client issues
• Experience supporting or deploying Microsoft 365 Copilot or analogous AI/automation systems
• Ability to work with enterprise security, compliance, and governance frameworks

• Experience with Copilot connectors (indexed and federated), MCP, and Graph API concepts
• Familiarity with hybrid Exchange environments and directory sync (Entra Connect)
• Working knowledge of Power Platform or workflow automation tools
• Experience with large‑scale enterprise deployments and user enablement programs
• Excellent communication, documentation, and stakeholder‑management skills

• Bachelor's degree preferred/specialized training/relevant professional qualification

40

Full time

The typical pay range for this role is: $64,890.00 - $

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.