Senior Customer Experience Technology Specialist - AI & Copilot

Career Area: Technology, Digital and Data

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world.

Job Summary:
Caterpillar Customer Support is seeking a Senior Customer Experience Technology Specialist – AI & Copilot for our Microsoft Dynamics 365 application (Contact Center, Sales, Customer Service) who combines hands-on Microsoft Copilot development expertise and Power Platform with omnichannel experience and skills.

What You Will Do:

Copilot Design Studio – Agent Deployment

• Lead client discovery and business process assessments to identify, prioritize, and articulate Microsoft Copilot and Agentic use cases aligned to business outcomes.
• Design, build, and deploy Copilot Agents using Copilot Studio, balancing technical feasibility, governance constraints, and customer considerations.
• Lead Copilot adoption initiatives, including readiness assessments, use case identification, and phased rollout planning across global business teams
• Configure, deploy, and maintain Interactive Voice Response (IVR) Agents in Copilot Studio
• Configure and deploy AI-enhanced workflow automation and Copilot solutions leveraging Power Platform's low-code/no-code capabilities
• Lead training sessions, technology demonstrations, and discussions ensuring seamless adoption and ongoing engagement with Copilot Agents and AI tools.
• Maintain governance standards, including documentation of configurations, policies, and best practices in alignment with enterprise security and compliance requirements
• Partners with end users and business teams to understand needs, provide guidance, and help them optimize the value of available productivity and AI tools.
• Serve as a subject matter expert (SME) for Copilot Studio and AI capabilities.
• Monitor and evaluate Copilot and Power Platform usage, providing insights and recommendations to optimize adoption and business impact
• Stay current on the Microsoft Dynamics 365 roadmap, proactively identifying new features and capabilities relevant to AI and Copilot Agents.

Omnichannel

• Lead omnichannel initiatives for Cat Customer Support, including coordination of a business strategy that provides a seamless, unified customer experience across all channels
• Maintain customer support channels such as IVR, chat, phone, SMS, email and self-service for the Microsoft Dynamics 365 Contact Center application
• Monitor channels through KPIs, identify opportunities to improve visibility and conversion, and provide actionable recommendations to enhance omnichannel effectiveness
• Support development and execution of a variety of different channels.
• Own the digital performance for all channels

What You Will Have:

• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
• Software Development: Knowledge of software development tools and activities; ability to produce software products or systems in line with product requirements.
• Software Product Design/Architecture: Knowledge of software product design; ability to convert market requirements into the software product design.
• Software Product Technical Knowledge : Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.
• Software Product Testing : Knowledge of software product testing; ability to design, plan, and execute testing strategies and tactics to ensure software product quality and adherence to stated requirements.
  

Considerations For Top Candidates:

• Bachelor’s degree in Computer Science or related field preferred
• Proven experience in omnichannel, digital commerce, channel management, or a related field.
• Proven experience developing solutions using Power Platform or Microsoft cloud technologies.
• Hands-on experience with Copilot Studio, Copilot Agents, or conversational AI frameworks.
• Strong understanding of Microsoft Dynamics 365, Power Platform governance, connectors, and environment strategies.
• Demonstrated ability to communicate complex technical concepts to nontechnical stakeholders and guide customers toward informed decisions.
• Ability to translate business requirements into technical and architectural
• Experience building Copilot plugins, custom connectors, or agentic workflows.
• Technical proficiency with JavaScript, C#, or Azure Functions.
• Familiarity with Microsoft Graph, API integrations, and automation patterns.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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