Customer Experience Technology Specialist – AI & Copilot

Caterpillar Inc.

Customer Experience Technology Specialist driving Microsoft Copilot and Agent deployment at Caterpillar. Leading omnichannel initiatives and adopting AI tools for improved customer support.

Posted 7/11/2026full-timeChicago • Illinois, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $97,530 - $158,480 per yearWebsite

Tech Stack

Tools & technologies

AzureCloudJavaScript

About the role

Key responsibilities & impact

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.
Lead omnichannel initiatives for Cat Customer Support, including coordination of a business strategy that provides a seamless, unified customer experience across all channels.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Microsoft CopilotAI Workflow AutomationIVR Agent ConfigurationCustom Connector DevelopmentAgentic WorkflowsTechnical DocumentationGovernance StandardsAPI IntegrationsAutomation PatternsBusiness Process Assessment

Soft Skills

Communication of Technical ConceptsStakeholder GuidanceTraining and Demonstration