Microsoft · 10 hours ago
Senior Customer Experience Engineer
United States
Full-time
Remote
Mid, Senior Level
$120K/yr - $235K/yr
4+ years expMicrosoft is a leading technology company that empowers every person and organization on the planet. They are seeking a Senior Customer Experience Engineer to provide advanced technical support for enterprise customers using Dynamics 365 Contact Center, ensuring the reliability and performance of mission-critical workloads while contributing to product quality and customer satisfaction.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
Responsibilities
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 Contact Center as a Service (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
Develop and deliver training for global team members, including CCaaS deep-dive materials, hands-on labs, and readiness content
Mentor and coach new engineers to accelerate onboarding and technical proficiency
Support the recruitment and development of a world-class global support organization
Contribute to process improvement initiatives, operational excellence programs, and cross-team engineering efforts
Qualification
Required
Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering 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
Preferred
Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud operations, support engineering, and/or customer experience engineering OR equivalent experience
3+ years of customer facing experience
Experience supporting mission-critical cloud services for enterprise customers
Deep technical expertise 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
Proven 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
Ability to learn new technologies quickly in a fast-paced engineering environment
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
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