Job Description

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.

We are looking to hire an experienced and energetic Software Engineer II to join the Support Experience Group (SXG). 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. We innovate quickly and collaborate closely with our partners and customers in a very agile, high-energy environment. If the opportunity to collaborate with a diverse engineering team, on enabling end-to-end business scenarios using cutting-edge technologies and to solve challenging problems for large scale 24x7 business SaaS applications excite you, please come and talk to us!

This is an opportunity for you to make a broad positive impact, whether you like building appealing user experiences, enjoy solving complex problems, or have a real passion for enabling intricate business processes. Learn together with us how to maintain live site availability for active usage by thousands of customers across the world while rapidly delivering new business scenarios.

We want you for your passion for technology, your curiosity and willingness to learn, your ability to communicate well in a team environment, your desire to make our team better with your contributions, and your ability to deliver.

Responsibilities

• Design, build, and operate scalable data pipelines and services that ingest and unify customer support signals across channels—voice, chat, Copilot, and knowledge base—powering an AI-native support insights and analytics platform.

• Build and maintain a modern data platform on the Azure stack (ADLS Gen2, Azure Synapse, and Microsoft Fabric), applying a medallion (Bronze/Silver/Gold) architecture and a unified data model.

• Develop governed semantic models and Power BI datasets that shift analytics from report-heavy delivery to semantic-model-led, self-serve, AI-native insights.

• Build AI-native capabilities—data agents, Copilot experiences, knowledge agents, and self-serve report builders—including retrieval, orchestration, and evaluation of model quality.

• Ensure data quality, lineage, and governance across the golden layer so insights are trustworthy, cited, and policy-compliant.

• Write clean, secure, well-tested code (SQL, Python, C#); participate in code reviews; and uphold engineering excellence and coding standards.

• Monitor and improve the reliability, performance, and cost efficiency of pipelines and services, participating in live-site, on-call, and incident resolution as needed.

• Partner with product managers, applied scientists, analysts, and stakeholders to turn support KPIs (e.g., CSAT) and reporting needs into well-scoped solutions delivered incrementally within an agile team.

Qualifications

Basic / Required Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or a related field AND 2+ years of professional software or data engineering experience; OR equivalent practical experience.

• Proficiency in SQL and at least one modern programming language such as Python, C#, or Scala.

• Hands-on experience building and operating data pipelines and services on a cloud platform (Microsoft Azure preferred—e.g., ADLS, Azure Synapse, or Microsoft Fabric).

• Demonstrated experience designing, building, testing, debugging, and shipping production data or software solutions.

Preferred Qualifications:

• Experience with modern data or lakehouse architectures (medallion Bronze/Silver/Gold), Azure Synapse, and/or Microsoft Fabric.

• Experience building semantic models and Power BI (DAX) for self-serve, AI-native analytics.

• Experience building AI/LLM-powered capabilities—data agents, copilots, retrieval-augmented generation, or model evaluation—and familiarity with the Model Context Protocol (MCP).

• Familiarity with data quality, lineage, and governance practices over large, multi-source datasets.

• Familiarity with CI/CD, observability, and live-site/DevOps practices.

• Experience with customer service and support data, or with large-scale, customer-facing data platforms.

• Strong collaboration and communication skills and a growth mindset, with genuine passion for applying AI to transform how work gets done.

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.