Principal Software Engineer Dynamics Customer Experience Applications team

Dynamics 365 is Microsofts suite of enterprise software thatpowersmany of the largest businesses in the world. The Customer Experience Applications Team delivers Dynamics 365 Contact Center an AI-first solution that 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 ofCRMslike Dynamics 365 Customer Serviceto enable organizations to instantly connect and engage with their customers via channels like Live Chat Voice and SMS.

As a Principal Software Engineer in the Microsoft Dynamics Customer Experience Applications team you will provide technical leadership for the architecture design implementation and operation of intelligent capabilities within Dynamics 365 Contact Center. You will solve ambiguous high-impact engineering problems spanning distributed cloud services applied AI data security and reliability. You will set technical direction align partner teams and lead delivery of secure scalable production-ready systems that create measurable customer and business impact.

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 first technologies and to solve problems for large scale 24x7 business SaaS applications excite you we would love to talk to you!

Microsofts 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 Principal Software Engineer in the Microsoft Dynamics Customer Experience Applications team you will define and drive the technical strategy for intelligent globally distributed services that power Dynamics 365 Contact Center. You will lead through influence raise engineering standards and partner across disciplines and organizations to deliver durable customer outcomes.
• Define and evolve the end-to-end architecture for complex AI-enabled customer experience capabilities making sound trade-offs across scale latency availability security cost and time to market.
• Demonstrate strong end-to-end ownership for critical technical areas from problem definition and architecture through implementation deployment operational health and long-term improvement. Proactively identify gaps drive issues to closure and remain accountable for customer and business outcomes.
• Effectively manage multiple priorities and competing demands balancing strategic engineering investments customer commitments live-site issues and operational responsibilities while maintaining high standards for quality and execution.
• Adapt quickly to shifting priorities and business needs making clear trade-offs re-planning effectively and redirecting engineering efforts when customer impact reliability security or business priorities change.
• Operate with urgency and sound judgment in ambiguous environments independently identifying what needs to be done bringing the right partners together and driving execution without waiting for detailed direction.
• Lead implementation of critical platform components producing high-quality production code and resolving the most complex design performance and debugging challenges across distributed systems.
• Drive technical strategy across teams and organizations translating business and customer needs into coherent multi-release investments interfaces and engineering plans.
• Provide technical leadership for applied AI systems including model and framework selection evaluation grounding orchestration responsible AI controls monitoring and lifecycle management.
• Own quality security compliance and operability by design establishing automation validation deployment observability incident response and safe rollout practices for mission-critical services.
• Lead resolution of high-severity live-site and customer issues coordinating across dependencies driving root-cause analysis and converting operational learning into systemic prevention.
• Multiply the effectiveness of the engineering organization by mentoring engineers reviewing architecture and code establishing reusable patterns simplifying systems and raising standards for engineering excellence.
• Architecture and Technical Strategy: Deep experience defining architecture for distributed systems and driving technical decisions across organizational boundaries.
• Applied AI and AI Operations: Experience shipping generative AI large language model or agentic capabilities with rigorous evaluation safety monitoring and lifecycle practices.
• Cloud and Infrastructure: Expertise building and operating highly available services on Azure or another major cloud including containers data platforms networking security and observability.
• Engineering Excellence: Demonstrated ability to improve quality reliability security maintainability and developer productivity across a substantial engineering area.
• Leadership and Influence: Proven ability to communicate complex technical topics build alignment among senior stakeholders mentor engineers and lead through influence across teams and time zones.
• Customer and Business Impact: Experience translating customer scenarios into platform investments and leading response to complex enterprise or live-site issues.
• Problem Solving: Exceptional coding debugging systems thinking and decision-making skills in ambiguous high-impact environments.

• Bachelors 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.

Ability to meet Microsoft customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.