Overview
Microsoft Digital (MSD) builds and manages the critical products and services that Microsoft runs on. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely every day. Microsoft Digital employees have deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We are engineers, technology leaders and experts, digital transformation change agents, and customer advocates.
We have exciting opportunities for you to innovate, influence, transform, inspire, and grow within our organization and we encourage you to apply to learn more!
We are looking for a technical leader who can own, design, and deliver large-scale components of Microsoft's
Employee Self-Service Agent (ESS) platformour unified, AI-powered front door for IT, HR and Facility self-help. This is a high-impact engineering role where the person will act as a
solution provider, driving architectural decisions, scaling ESS Agent to global enterprise load, and enabling 95% digital-first adoption.
The ideal candidate is a
hands-on technical leader with deep experience in distributed systems, LLM-driven architectures, and enterprise integrations, capable of transforming complex problems into simple, intuitive solutions.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
- Technical Leadership & Solution Ownership
- Lead design and development of high-scale ESS Agent components including multi-agent orchestration.
- Own system reliability, performance, and optimization for 200+ concurrent queries, ensuring world-class latency and accuracy.
- AI / LLM System Integration
- Build AI-driven experiences such as personalized answers, contextual workflows, and automated resolution paths.
- Partner with data science teams to evaluate and improve Knowledge base, LLM quality, safety, and confidence scoring.
- Cross-Functional Collaboration
- Collaborate with partner teams to integrate troubleshooters, automation scripts, callback systems, and escalation workflows.
4. Mentoring & Team Development
Elevate team technical bar with high-quality documentation, patterns, and reusable components.
Qualifications
- 812 years of experience in software engineering with a focus on distributed systems or high-scale services.
- Strong proficiency in C#, Python, or TypeScript and cloud services (Azure preferred).
- Experience with AI/LLM architectures, vector search, prompt engineering, and conversational agents.
- Experience with Copilot, PowerApps, Declarative Agents, or multi-agent ecosystems.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about
requesting accommodations. 
