Caterpillar, Inc

Customer Experience Technology Specialist - AI & Copilot

Caterpillar, Inc$97K — $158K *
Enterprise Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Computer Science or a related field preferred.
  • Proven experience in omnichannel, digital commerce, or channel management.
  • Experience developing solutions with Microsoft Power Platform or cloud technologies.
  • Hands-on expertise in Copilot Studio and conversational AI frameworks.
  • Strong knowledge of Microsoft Dynamics 365, its governance, connectors, and environment strategies.

Responsibilities

  • Lead client discovery and business process assessments to identify Copilot use cases.
  • Design, build, and deploy Copilot Agents with technical and governance considerations.
  • Implement Copilot adoption initiatives and coordinate training sessions.
  • Maintain and configure IVR Agents within Copilot Studio.
  • Monitor omnichannel performance and provide actionable recommendations.

Benefits

  • Medical, dental, and vision benefits.
  • Paid time off plan including vacation and holidays.
  • 401(k) savings plans with company contributions.
  • Flexible spending accounts for healthcare.
  • Tuition reimbursement for continued education.
Full Job Description
Career Area:
Technology, Digital and Data

Job Description:

Job Summary:
Caterpillar Customer Support is seeking a Customer Experience Technology Specialist - AI & Copilot for our Microsoft Dynamics 365 application (Contact Center, Sales, Customer Service) who combines hands-on Microsoft Copilot development expertise and Power Platform with omnichannel experience and skills.

What You Will Do:

Copilot Design Studio - Agent Deployment
  • 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.


Omnichannel
  • Lead omnichannel initiatives for Cat Customer Support, including coordination of a business strategy that provides a seamless, unified customer experience across all channels
  • Maintain customer support channels such as IVR, chat, phone, SMS, email and self-service for the Microsoft Dynamics 365 Contact Center application
  • Monitor channels through KPIs, identify opportunities to improve visibility and conversion, and provide actionable recommendations to enhance omnichannel effectiveness
  • Support development and execution of a variety of different channels.
  • Own the digital performance for all channels


What You Will Have:
  • Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
  • Software Development: Knowledge of software development tools and activities; ability to produce software products or systems in line with product requirements.
  • Software Product Design/Architecture: Knowledge of software product design; ability to convert market requirements into the software product design.
  • Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.
  • Software Product Testing: Knowledge of software product testing; ability to design, plan, and execute testing strategies and tactics to ensure software product quality and adherence to stated requirements.

Considerations For Top Candidates:
  • 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.


Summary Pay Range:

$97,530.00 - $158,480.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
  • 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

Visa Sponsorship is not available for this position.

Posting Dates:
July 10, 2026 - July 26, 2026

About Caterpillar, Inc

Progress Rail Services Corporation, a Caterpillar company, is one of the largest integrated and diversified suppliers of railroad and transit system products and services worldwide. Since its acquisition by Caterpillar Inc. in 2006, Progress Rail has used the Caterpillar international footprint to gain quick and widespread notice and approval across the globe. Product technology, reliability and durability, along with legendary aftermarket parts and service support, have been their keys to success. Caterpillar is the world's leading manufacturer of construction and mining equipment, diesel and natural gas engines and industrial gas turbines. The technology and world reach of Caterpillar, combined with the service standard and historical reliability of Progress Rail, ensures their products and services make a growing impact on the world rail industry. With their acquisition of Electro-Motive Diesel (EMD), Progress Rail is the world's largest builder of diesel-electric locomotives for all commercial railroad applications including freight, intercity passenger, commuter, switching, industrial and mining. EMD is also a global provider of diesel power engines for marine propulsion, offshore and land based oil well drilling rigs and stationary power generation. Electro-Motive is the only diesel engine manufacturer of its size to have produced more than 70,000 engines. This success stems from product reliability, serviceability, load acceptance capability, low operating costs and ease of maintenance with standardized components.

Caterpillar, Inc. Careers

Join the robust team at Caterpillar, Inc., a global leader in construction and mining equipment, where innovation drives everything we do. As part of our team, you'll engage in work that improves the world and furthers your career with every project you touch.

Work You’ll Do

At Caterpillar, Inc., you will have the opportunity to contribute to a variety of groundbreaking projects that extend across the globe. Our commitment to leadership in the industry is unwavering, and we achieve it through a culture that fosters diversity and leadership development.

Explore Job Opportunities and Growth

Caterpillar offers a wide range of job opportunities and career paths, providing a platform for professional growth and development. Whether you're interested in engineering, sales, marketing, or management, Caterpillar has a position that will utilize your unique skills and talents. We are continuously hiring innovative minds to propel our mission forward and maintain our status as industry leaders.

Internship Programs

Kickstart your career with a Caterpillar internship. Our internships provide invaluable workplace experience and networking opportunities that often lead to full-time employment at our company. As an intern, you will work alongside experienced professionals and gain insights that will benefit you as you advance in your career.

Benefits and Culture

Choosing a career at Caterpillar means more than just having a job. It means you're part of a team that values diversity and is committed to creating an inclusive environment. We offer competitive benefits to ensure the health and well-being of our employees and their families. These benefits include health insurance, retirement plans, and paid time off, alongside unique perks like professional development and diversity training programs.

Innovation and Leadership

Drive innovation and industry leadership as part of the Caterpillar team. We empower our employees to lead from their first day on the job, encouraging continuous improvement and career advancement. At Caterpillar, your ideas will shape the future of our business and the industries we serve.

Join Our Team

Search open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players. Ready to start your journey at Caterpillar, Inc.? Explore our career portal for the latest job opportunities.

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Prepare for Your Interview

Make a great first impression. Prepare for your interview at Caterpillar by reviewing common questions and practicing your responses. Tailor your resume to highlight the experiences and skills that make you the ideal candidate for the position you are applying for. At Caterpillar, Inc., every role offers the chance to make an impact. Come be a part of our team and drive the future of our global industries. Your career at Caterpillar is not just about what you'll accomplish, but how you'll grow and the innovation you'll lead. Join us and build a career that matters.
Learn more about Caterpillar, Inc
Size
107,700 employees
Market Cap
$125.3 billion
Industry
Net Income
$2.9 billion
Founded
1925
5 Year Trend
+5.8%
Revenue
$41.7 billion
NASDAQ

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