Senior Software Engineer

Microsoft 365(M365) Intelligent Conversation and Communications Cloud is the platform that powers billions of real-time customer conversations across Teams, Skype, Dynamics, and third-party solutions (through Azure Communication Services). The platform enables reliable and high-quality messaging, meeting, and audio/video calling services that work every time, from anywhere, seamlessly across all customer touchpoints. Conversations on our platforms are made more intelligent in real-time, empowering best-in-class productivity tools for the modern workplace where every call, meeting, or chat will make the next one better. The IC3 AI Ops team is a newly formed engineering group within Microsoft’s Intelligent Communications and Collaboration (IC3) organization, focused on transforming operational reliability through AI-driven automation and data intelligence. We are looking for Senior Software Engineer. Our mission is to automate incident management, reduce KTLO (Keep The Lights On) work, and improve customer reliability across IC3 and carrier ecosystems. We are building intelligent systems that proactively detect anomalies, accelerate root cause analysis, and streamline mitigation workflows. Key focus areas include: AI-powered anomaly detection and RCA automation; Copilot agents for operational triage and decision support; Centralized SRE workflows for incident handling; Data-driven insights to reduce Time to Mitigate (TTM) and Customer Reliability Incidents (CRI); Integration with carrier operations for global service health and regulatory compliance. This initiative is a cornerstone of IC3’s Quality Excellence Initiative (QEI) and aligns with Microsoft’s broader goals to deliver resilient, customer-obsessed services at scale.