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Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Customer Experience Engineer

United States, Redmond 84200.00 - 165200.00 USD / Year · Job Posted February 04, 2026
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Job Description

As an experienced Customer Experience Engineer joining the Microsoft Dynamics Contact Center Support team, you will be responsible for delivering world-class engineering support for our largest and most strategic customers, ensuring the reliability, scalability, and performance of their mission-critical workloads. This role is an opportunity to work at cloud scale, solve complex technical challenges, and directly influence product quality and customer satisfaction. You will be part of a global, 24x7 support engineering team working across Dynamics 365 Contact Center.

Job Responsibility

  • Provide advanced technical support for enterprise customers using Dynamics 365 Contact Center
  • Resolve critical, complex, and time-sensitive technical issues within a 24x7x365 global support environment
  • Participate in on-call rotations to lead triage, incident response, and escalation management for high-severity issues
  • Perform deep technical troubleshooting, log and telemetry analysis, and root-cause investigations across application, platform, data, and telephony layers
  • Deliver clear, customer-ready technical guidance and documentation to reduce future incidents and improve operational stability
  • Support the full Microsoft CCaaS feature set, including voice channels, PSTN/Direct Routing, digital messaging, intelligent routing, IVR/IVA flows, bots, and agent desktop experiences
  • Diagnose issues involving SIP signaling, RTP/voice quality, telephony configuration, call setup failures, network QoS, and SBC/carrier integrations
  • Troubleshoot routing logic, queue management, priority rules, classification models, and capacity-based distribution
  • Support AI-driven features such as agent assist, classification, conversation intelligence, transcription, and generative responses
  • Lead investigations into cross-service scenarios involving Azure Communication Services (ACS), Bot Framework, Power Automate, Azure Functions, and Dataverse
  • Collaborate with product engineering to escalate bugs, validate fixes, improve troubleshooting workflows, and influence roadmap decisions
  • Assist customers with CCaaS onboarding, provisioning, channel setup, compliance configuration, analytics, and environment readiness
  • Represent customer issues and insights to product engineering teams to drive platform improvements and service quality
  • Partner closely with engineering to validate product fixes, influence feature designs, and contribute to release readiness
  • Create playbooks, troubleshooting guides, diagnostics practices, and self-help content to improve support scale and customer enablement

Requirements

  • Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field OR equivalent experience
  • Ability to meet Microsoft, customer and/or government security screening requirements are required for this role
  • Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter

Nice to have

  • 2+ years in technical engineering, support engineering, or cloud operations role
  • 2+ years of customer facing experience
  • Experience supporting mission-critical cloud services for enterprise customers
  • Experience with Dynamics 365 Customer Engagement (CE) and Customer Service Omni Channel, PowerApps, Power Automate and Dynamics 365 CE apps
  • Proven ability to manage competing priorities and drive initiatives to completion
  • Experience supporting or implementing cloud contact center platforms such as Microsoft CCaaS, Azure Communication Services, or similar CCaaS ecosystems
  • Knowledge of telephony fundamentals including SIP, RTP, codecs, carriers, SBCs, PSTN connectivity, Direct Routing, and QoS optimization
  • Hands-on experience with IVR/IVA design, bot integration, call flow debugging, voice quality troubleshooting, and call analytics
  • Knowledge of compliance, data retention, transcription policies, and audit requirements relevant to contact centers
  • Experience trouble shooting issues directly with customers and demonstrating empathy
  • Skilled communicator with the ability to translate technical issues into clear, actionable guidance for customers and leadership
  • Analytical and diagnostic skills, including log analysis, performance troubleshooting, and root-cause investigation
  • Motivated to learn new technologies quickly in a fast-paced engineering environment
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