Customer Experience Technology Specialist - AI & Copilot

## Customer Experience Technology Specialist - AI & Copilot Apply locations:
Chicago, Illinois:
Peoria, Illinois:
Irving, Texastime type:
Full time posted on:
Posted Todayjob requisition :
R
** Career Area:
** Technology, Digital and Data
*
* Job Description:

**** Your Work Shapes the World at Caterpillar Inc.
** When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live.

Together, we are building a better world, so we can all enjoy living in it.
* Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world.
**
* 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) who combines hands-on Microsoft Copilot development expertise and Power Platform with omnichannel experience and skills.
*
* What You Will Do:

**** Copilot Design Studio – Agent Deployment
*** Lead client discovery and business process assessments to identify, prioritize, and articulate Microsoft Copilot and Agentic use cases aligned to business outcomes.
* Design, build, and deploy Copilot Agents using Copilot Studio, balancing technical feasibility, governance constraints, and customer considerations.
* Lead Copilot adoption initiatives, including readiness assessments, use case identification, and phased rollout planning across global business teams
* Configure, deploy, and maintain Interactive Voice Response (IVR) Agents in Copilot Studio
* Configure and deploy AI-enhanced workflow automation and Copilot solutions leveraging Power Platform's low-code/no-code capabilities
* Lead training sessions, technology demonstrations, and discussions ensuring 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
* Partners with end users and business teams to understand needs, provide guidance, and help them optimize the value of available productivity and AI tools.
* Serve as a subject matter expert (SME) 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, proactively identifying new features and capabilities relevant to AI and Copilot Agents.
** Omnichannel
* ** Lead omnichannel initiatives for Cat Customer Support, including coordination of 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 different channels.
* Own the digital performance for all channels
** What

You Will Have:

**
* ** Decision Making and Critical Thinking:
** Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
* ** Software Development:
** Knowledge of software development tools and activities; ability to produce software products or systems in line with product requirements.
* ** Software Product Design/Architecture:
** Knowledge of software product design; ability to…