Job Description:
Conversational AI Lead – Microsoft Copilot Studio / Azure AI Foundry
Experience: 10years+
Position Summary
We are seeking a Conversational AI Lead to design and implement intelligent voice and digital self-service experiences using Microsoft Copilot Studio, Azure AI Foundry, and Dynamics 365 Contact Center.
The role will lead the design of customer-facing conversational experiences that enable customers to authenticate, obtain information, complete transactions, resolve routine inquiries, and seamlessly transfer to live contact-center agents when necessary.
The ideal candidate combines conversational design skills with practical experience deploying production AI solutions in regulated, transaction-intensive environments. Experience with tolling, transportation, government, utilities, financial services, or high-volume consumer contact centers is strongly preferred.
Key Responsibilities
Lead the design and implementation of Copilot Studio voice and chat agents.
Develop conversational experiences supporting use cases such as:
Customer authentication
Account and balance inquiries
Payment inquiries
Toll and transaction questions
Violations and notices
Disputes
Transponder/device inquiries
Account maintenance
Frequently asked questions
Knowledge-based customer service
Design effective dialog flows, topics, intents, entities, prompts, actions, fallback logic, and escalation paths.
Integrate conversational agents with Dynamics 365, Dataverse, APIs, back-office platforms, payment services, and knowledge sources.
Design transfer-with-context capabilities so authentication status, conversation history, customer intent, and relevant data are available to the live agent.
Develop generative AI experiences using Azure AI Foundry and supported Microsoft models.
Design grounding and retrieval approaches using approved enterprise knowledge sources.
Establish prompt-engineering patterns, AI instructions, guardrails, and evaluation criteria.
Design solutions that minimize hallucinations and ensure transactional actions remain controlled and auditable.
Develop English and Spanish-language conversational experiences, including testing for intent accuracy, terminology, and customer usability.
Work with business and contact-center teams to identify automation opportunities and determine where AI should versus should not be used.
Define and measure conversational AI KPIs, including:
Self-service containment
Automation completion
Transfer rate
Abandonment
Intent recognition
First-contact resolution
Customer satisfaction
Analyze conversational telemetry and continuously optimize dialogs, prompts, knowledge content, and routing.
Collaborate with security, architecture, operations, legal, accessibility, and compliance teams.
Support testing, UAT, production deployment, hypercare, and ongoing optimization.
Required Qualifications
3–5+ years of conversational AI, virtual-agent, chatbot, or IVR solution experience.
Demonstrated experience delivering production conversational AI applications.
Hands-on experience with Microsoft Copilot Studio.
Experience designing integrations between conversational platforms and enterprise applications/APIs.
Understanding of generative AI, prompt design, grounding, retrieval-augmented generation, and AI evaluation.
Strong knowledge of conversational UX principles, including error handling, fallback, escalation, confirmation, and context management.
Experience designing measurable self-service solutions rather than demonstration-only AI prototypes.
Strong analytical, communication, and stakeholder-management skills.
Preferred Experience
Production voice/IVR implementations using Copilot Studio.
Azure AI Foundry.
Dynamics 365 Contact Center and Customer Service.
Microsoft Power Platform and Dataverse.
Nuance or other enterprise IVR/conversational AI platforms.
Tolling, transportation, government, utilities, or high-volume customer-service operations.
English/Spanish bilingual conversational solutions.
Knowledge-grounded generative AI.
Authentication and transactional self-service.
Contact-center analytics and containment optimization.
Preferred Certifications
PL-200 – Microsoft Power Platform Functional Consultant
AI-102 – Microsoft Azure AI Engineer Associate, or current equivalent
Additional Copilot Studio, Power Platform, or Azure AI credentials are desirable
