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 Group (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 S oftware Development Kit (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 proactive approach 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., Service Level Agreement (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 Qualifications
Other Qualifications
Preferred Qualifications
Software Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $160,200 - $261,000 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
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.
Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting in differences. Because impact matters.
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