Overview
Commercial Engineering & AI (CEAI) partners closely with stakeholders to accelerate the transformation of Microsoft’s commercial business into a frontier organization. We bring together AI‑native engineering, modern platforms, and deep commercial insight to reimagine how work gets done - at scale and with impact. Our mission is to unlock new ways of operating through intelligent systems while creating the conditions for our teams to do the most meaningful work of their careers. If you’re excited to build, experiment, and shape the future of commercial execution with AI at the core, we invite you to apply.
Within this context, the Support Experience (SXG) organization is at the forefront of transforming Microsoft’s support ecosystem through AI-first innovation. Our mission is to build intelligent, scalable platforms that power partner and customer success, accelerating Microsoft’s commercial growth through modern, AI-driven experiences.
As a Senior Software Engineer, you will design and ship core components of the Agentic support platform that Microsoft support relies on daily. You own features end to end, from prototype to production, working across orchestration, grounding, evals, observability, and the SDK surfaces other engineers build on. You take real ownership of what you ship, help raise the bar for how agents are built and evaluated on the team, and grow your influence as you go.
This role is for an engineer with a bias for action who will be responsible for designing, operating, and evolving AI‑driven, end‑to‑end autonomous support workflows that are foundational to Microsoft’s next‑generation Support experience. The role sits at the intersection of AI engineering, live‑site operations, compliance, and business transformation, ensuring that AI‑managed support systems are production‑ready, trustworthy, and scalable.
Responsibilities
- Build agentic workflows using frameworks like Azure AI foundry, Microsoft Copilot studio or equivalent.
- Owning the run‑state reliability of AI‑driven support workflows, including incident response, live‑site health, and continuous tuning.
- Adapting AI workflows to changing support business policies and operational processes (e.g., SLA calculations, case ownership, escalation models).
- Driving customer trust, satisfaction, and sentiment, ensuring AI agents correctly understand intent and guide customers to resolution without degrading experience.
- Ensuring security, privacy, and responsible AI compliance, including rethinking role-based access control (RBAC), data access, case ownership vs. processing, and data exposure.
- Defining and implementing observability, monitoring, and intervention mechanisms for multiple AI agents operating concurrently.
- Partnering across engineering, support business, compliance, and platform teams to establish scalable patterns for AI‑managed support.
- Contributing to the vision and delivery of a platform that enables citizen developers to safely build AI agents for support workflows with reduced barrier to entry.
Qualifications
**Required Qualications **
Bachelor’s degree in computer science or related technical field and 4+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python or equivalent experience.
**Other Qualificaitons **
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 Qualifications
- Experience building LLM-powered applications, RAG pipelines, prompt engineering, agent frameworks (Semantic Kernel, LangChain), or fine-tuning with an eye for evaluation, latency, and cost.
- Proficiency in AI-native development working within Agent Harnesses (GitHub Copilot CLI, Coding Agents), authoring Markdown specs/ADRs and YAML configs as Agent-consumable inputs, orchestrating multi-step Agentic workflows across the SDLC, and reviewing Agent-generated code and PRs with production-grade rigor.
- Experience shipping agent-based systems in production, including hands-on experience with evals, observability, and debugging.
- Experience standing up evals or observability for non-deterministic systems.
- Experience contributing to the safety posture of AI systems, including prompt-injection defences and audit trails.
- Ability to own and ship significant features or architectural components end to end.
- Collaboration across teams: experience aligning with partners and move work forward together.
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.**