Senior Customer Experience Engineer

Requirements

• 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
• 4+ years in technical engineering, support engineering, or cloud operations role
• 1+ years of customer facing experience
• Strong customer empathy and proven experience troubleshooting issues directly with customers
• Experience supporting mission-critical cloud services for enterprise customers
• Strong communication skills with the ability to translate technical issues into clear, actionable guidance for customers and leadership
• Demonstrated experience implementing or supporting CCaaS solutions including Dynamics 365 Contact Center
• Strong 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
• Proven ability to manage competing priorities and drive initiatives to completion

Nice to Haves

• 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

What You'll Be Doing

• 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
• 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
• Represent customer issues and insights to product engineering teams to drive platform improvements and service quality
• Develop and deliver training for global team members, including CCaaS deep-dive materials, hands-on labs, and readiness content

Perks and Benefits

• This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled
• Microsoft is an equal opportunity employer