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 Navy Federal's Experience
Interaction Platform (EIP). The role aligns directly with NFCU'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.Dynamics 365, Teams, and other enterprise systems.knowledge sources.o Call summarizationo Knowledge recommendationso Next Best Action guidanceo Intelligent searcho Post-call automation
- Develop and troubleshoot Power Automate workflows.
- Design and implement integrations with APIs, Dataverse, SharePoint,
- Build Retrieval Augmented Generation (RAG) solutions using enterprise
- Develop AI-powered Agent Assist capabilities including:
- 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
Pay: $100,000.00 - $130,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Relocation assistance
- Vision insurance
Work Location: Hybrid remote in Sterling, VA 20167
