1 day ago
Hyderābād, IndiaSenior
Responsibilities
- Build and improve agentic AI resolution capabilities for autonomous customer support cases.
- Deliver end-to-end AI features covering orchestration, reasoning, retrieval, action execution, and human escalation.
- Take AI capabilities from prototype through production while collaborating with dependent engineering teams.
- Implement architectures, design patterns, evaluation frameworks, reusable platform capabilities, and engineering standards.
- Apply prompt, tool-interface, testing, versioning, code-quality, CI/CD, safe-deployment, and progressive-rollout practices.
- Build evaluation systems using golden datasets, rubrics, judge agents, frozen anchors, and offline and online evaluation pipelines.
- Operate the agent fleet using a DevOps/SRE model, including observability, SLOs, error budgets, regression detection, incident response, and on-call support.
- Build mechanisms that turn unresolved cases, customer feedback, and dissatisfaction signals into engineering insights and durable fixes.
- Improve measurable outcomes including autonomous resolution rate, resolution quality, time-to-resolution, customer satisfaction, and support-demand reduction.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or a related field and 8+ years of technical engineering experience in software engineering, applied AI/ML, or distributed systems, or equivalent experience.
- 8+ years of IT experience and 3+ years of experience using Agentic AI.
- Hands-on experience building and shipping AI or machine-learning systems in production.
- DevOps or SRE experience with CI/CD, release engineering, safe deployment, observability and monitoring, incident response, and on-call participation for always-on services.
- Preferred: master’s degree in Computer Science, AI, or a related field.
- Preferred: experience with multi-agent orchestration, agentic AI services, AI evaluation frameworks, Azure AI Foundry, Azure OpenAI, or comparable enterprise AI platforms.
- Preferred: familiarity with prompt-injection defense, tool-access controls, data-boundary enforcement, infrastructure as code, deployment automation, progressive delivery, and observability engineering.
- Preferred: experience with SLIs, SLOs, error budgets, live-site reviews, post-incident reviews, corrective-action tracking, cross-organizational engineering delivery, customer support engineering, supportability, or customer experience platforms.
Categories
About Microsoft
Microsoft develops operating systems, productivity software, cloud services, developer tools, and consumer devices for individuals, enterprises, and governments. Its main products include Windows, Microsoft 365, Azure, Visual Studio/GitHub, Xbox, and LinkedIn; revenue comes from software subscriptions and licenses, cloud consumption, hardware sales, and advertising. Founded in 1975 and headquartered in Redmond, Washington, Microsoft is a public company traded on Nasdaq.