Retrieval Augmented Generation Power Automate Dataverse SharePoint AI-powered Agent IVR APIs Summary Job Title:

Principal Engineer Location:

Hybrid, Vienna, VA OR Remote Duration:

Long-term Schedule:

Monday Friday, 40 hours/week Principal Engineer Copilot Studio & AI for Contact Center (CCaaS) to lead the hands-on development and implementation of AI-powered customer and employee engagement solutions. This is a builder role, not a strategy-only position. The ideal candidate will have extensive experience designing, developing, testing, and deploying Microsoft Copilot Studio solutions, AI agents, conversational AI, voice bots, chat bots, Agent Assist capabilities, and AI-powered automation within modern Contact Center environments. The successful candidate will be responsible for delivering production-ready AI solutions that enhance member experiences, improve employee productivity, and enable next-generation capabilities across Client's Experience Interaction Platform (EIP). The role aligns directly with Client's enterprise adoption of Copilot Studio, AI agents, voice AI, and contact center modernization initiatives The ideal candidate will be expected to personally: Build and deploy Copilot Studio agents from requirements through production. Develop conversational experiences for voice and chat channels. Create AI agents that support employee and member interactions. Configure topics, prompts, actions, orchestration flows, and agent behaviors. Develop and troubleshoot Power Automate workflows. Design and implement integrations with APIs, Dataverse, SharePoint, Dynamics 365, Teams, and other enterprise systems. Build Retrieval Augmented Generation (RAG) solutions using enterprise knowledge sources. Develop AI-powered Agent Assist capabilities including: Call summarization Knowledge recommendations Next Best Action guidance Intelligent search Post-call automation Configure and deploy Voice AI and IVR automation capabilities. Build and optimize self-service virtual assistants. Test, tune, and improve AI response quality and accuracy. Debug production issues and implement fixes.

Copilot Studio Must have:

3+ years of hands-on Copilot Studio development experience. Built and deployed multiple production Copilot Studio solutions. Experience integrating Copilot Studio with enterprise systems.

Experience creating:

Custom topics Custom actions Generative AI agents Autonomous agents Voice agents Chat agents Contact Center & CCaaS 3+ years of experience implementing Contact Center technologies. Experience with CCaaS platforms such as: Microsoft Dynamics 365 Contact Center or Genesys Deep understanding of: IVR design Call flows Routing strategies Agent desktop experiences Workforce optimization Customer journey orchestration Generative AI Strong hands-on experience with: Large Language Models (LLMs) Prompt Engineering RAG implementations Azure OpenAI AI Foundry Conversational AI design AI model evaluation AI guardrails and governance Technical Skills Microsoft Technologies Copilot Studio Power Platform Power Automate Dataverse Power Apps Dynamics 365 Microsoft Teams Azure Services AI Technologies Azure OpenAI AI Foundry Prompt Engineering Semantic Search Vector Databases Conversational AI Voice AI Development Skills REST APIs JSON JavaScript Python C# Git Azure DevOps CI/CD Pipelines Employers have access to artificial intelligence language tools (\"AI\") that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id:

10432128

Position Id:

9067807 Posted 1 hour ago Company Info About TechWish TechWish is a global technology services and digital transformation partner, Headquartered in Virginia, Washington, DC, helping enterprises drive innovation, efficiency, and growth through modern technology solutions. With more than 20 years of enterprise IT experience, TechWish specializes in cloud transformation, application modernization, data engineering, and artificial intelligence solutions, including generative AI and AIOps. The company helps organizations unlock insights from data, modernize legacy systems, and implement intelligent automation to improve business outcomes. With over 750+ professionals worldwide and offices across the United States and India, TechWish works with Fortune 500 organizations across industries to deliver scalable, future‑ready digital solutions. 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Principal Engineer - Copilot Studio & AI for Contact Center (CCaaS)