Dynamics 365 is Microsoft’s suite of enterprise software that powers many 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, Office 365 and several other 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 of CRM’s like Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat, Voice, and SMS.

As a Software Engineer II in the Dynamics 365 Contact Center you will apply software engineering expertise to design and implement intelligent solutions within Dynamics 365. You will join the Voice Channel Capabilities team focused on developing rich AI based customer experiences as well as work on microservices to support seamless onboarding. You’ll collaborate with business and technology leaders, internal users, and partners to build scalable, production-ready systems that leverage AI to solve complex business requests. In this role, you are expected to bring software engineering fundamentals—architecture, coding, testing, and deployment—while also selecting and integrating the most effective AI models and frameworks to deliver measurable impact and innovation.

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 using cutting-edge AI first technologies and to solve problems for large scale 24x7 business SaaS applications excite you, we would love to talk to you!

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we 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 Software Engineer II in the Dynamics 365 Contact Center, you will apply both software engineering and AI expertise to build intelligent, scalable solutions that power Dynamics 365 services used globally. You’ll collaborate with cross-functional teams to deliver high-impact features aligned with enterprise standards and cloud-scale requirements. Your responsibilities include:

• Design and develop highly usable, scalable application capabilities, integrating AI models and enhancing existing features to meet evolving customer needs.
• Write clean, efficient, and well-documented code using industry best practices and coding standards.
• Tackle ambiguity, create clarity for the team, generate energy in execution, identify and communicate risks throughout all stages of the software development lifecycle.
• Collaborate with product managers, architects, designers, and engineers from diverse engineering teams to solve challenging problems.
• Be Accountable for the quality, usability & performance of design, implementation, schedule, delivery, of your team and services.
• Build and debug production-grade code in distributed systems
• Troubleshoot live site issues as part of both product development and live site support rotations, ensuring rapid resolution and learning.
• Ensure high reliability and performance of applications and services through intelligent monitoring, alerting, and proactive failover strategies.

Required Qualifications:

• Bachelor's Degree in Computer Science, or related technical discipline AND technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python
  • OR equivalent experience.

Preferred Qualifications:

• Bachelor's Degree in Computer Science, or related technical discipline AND technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python
  • OR equivalent experience.
• Prior experience in developing, debugging, and maintaining code in object-oriented languages.
• Knowledge of end-to-end Software development lifecycle.
• Frontend development experience is a plus
• Experience working on React, typescript and usage of local development tools like Fiddler is a plus

Other Requirements: 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.

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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. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.