Principal Applied AI Engineer

Overview

Microsoft Dynamics 365 powers mission-critical business operations across the globe. Within this ecosystem, the Customer Experience Applications (CX Apps) team delivers Dynamics 365 Sales and Service an AI-native solution enabling organizations to build intelligent, scalable, and omnichannel customer service operations through voice, chat, SMS, and more.

As a Principal Applied AI Engineer, you will be a principal technical leader responsible for driving the architecture, design, and implementation of AI-first experiences across the Dynamics 365 Sales and Service platform. This role blends deep AI/ML expertise with modern software engineering excellence, applied at scale to mission-critical enterprise SaaS applications.

You will work across boundaries partnering with engineering, product, design, data science, and infrastructure teams to deliver intelligent, secure, and customer-centric solutions. You will influence strategic decisions, guide junior engineers, and contribute directly to production systems used by some of the world's largest enterprises.

We are looking for a results-driven, hands-on technical leader who thrives in fast-paced environments, thinks end-to-end, and brings both a strong systems mindset and deep AI/ML experience to solve enterprise-grade challenges.

Why Join Us

This is an opportunity to be part of a high-impact, high-visibility product group 'll help define how AI reshapes enterprise customer service experiences and build intelligent systems that empower agents, improve customer satisfaction, and transform businesses worldwide.

If you're excited about solving real-world problems with AI, working in a fast-moving, collaborative engineering team, and building durable, customer-centric solutions at scale-we'd love to hear from you.

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

Responsibilities

As a Principal Engineer, you will:

* Own architecture, strategy, and execution of AI-powered features across Dynamics 365 Sales and Service, ensuring technical alignment with Microsoft's cloud-scale services and AI platform direction.

* Design and deliver production-ready AI solutions that leverage large language models (LLMs), natural language understanding, speech, and real-time reasoning to improve agent productivity and customer satisfaction.

* Lead complex technical initiatives, including AI model integration, platform scalability, reliability, and long-term maintainability.

* Collaborate deeply with applied scientists, product managers, and UX teams to translate customer needs into intelligent capabilities that deliver measurable business value.

* Drive engineering rigor across the team by establishing high standards for code quality, observability, testing, MLOps, and secure deployment practices.

* Mentor engineers across levels, fostering a culture of innovation, inclusivity, and continuous learning.

* Proactively identify technology gaps, evaluate emerging AI frameworks/tools (including open-source and Azure AI offerings), and champion adoption where appropriate.

* Act as a technical advisor across the broader organization, contributing to cross-team initiatives and long-term architectural planning.

Qualifications

Required Qualifications:

* Bachelor's Degree in Computer Science or related technical field AND 6+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python

* OR equivalent experience.

* 2+ years of experience delivering AI/ML-based systems at production scale, ideally including LLMs, transformers, RAG pipelines, or similar architectures.

* Demonstrated experience leading engineering teams or cross-functional initiatives involving AI systems in cloud environments.

* Other Requirements:
Ability to meet Microsoft, customer and/or government security screening requirements…