Software Engineer II- SxG

Commercial Engineering & AI (CEAI) partners with stakeholders to transform Microsoft support through AI-native engineering, modern platforms, and intelligent customer experiences. Our teams design, build, and operate secure, reliable, and scalable services that help customers find information, resolve issues, and connect with the right support.

The SxG Consumer engineering team in Dublin is looking for a Software Engineer II to build the next generation of AI-powered consumer support experiences. The team owns customer-facing capabilities spanning conversational support, knowledge delivery, intelligent routing, resolution experiences, platform integrations, service telemetry, quality, and evaluation.

In this role, you will independently design and deliver product features, contribute to technical decisions, and operate parts of a live service. You will collaborate with engineers, product managers, designers, support specialists, and partner teams to translate customer and business needs into high-quality software for Microsoft consumer experiences.

• Works with stakeholders to determine user requirements for product features and customer scenarios.

• Contributes to identifying dependencies and developing design documents for a product, application, service, or platform.

• Designs, develops, tests, deploys, and maintains AI-powered applications and services for consumer support experiences.

• Builds and improves multi-turn conversational experiences, including intent understanding, knowledge retrieval, response generation, workflow orchestration, intelligent routing, and service integrations.

• Develops and maintains automated evaluation, regression, and quality frameworks for AI systems with non-deterministic behavior.

• Writes, debugs, optimizes, and refactors code to improve performance, reliability, maintainability, security, and customer experience.

• Delivers well-defined features and contributes to project plans, release plans, work items, validation, and staged rollout activities.

• Acts as a Designated Responsible Individual or participates in monitoring, live-site support, incident response, troubleshooting, root-cause analysis, and service recovery.

• Uses telemetry, customer signals, experimentation, evaluation results, and operational data to identify quality gaps and improve experiences.

• Collaborates across engineering, product, customer experience, and support teams to manage dependencies and deliver integrated solutions.

• Contributes to code reviews, engineering standards, test automation, documentation, runbooks, and operational guidance.

• Applies responsible AI, privacy, security, accessibility, compliance, and service-readiness requirements throughout the software-development lifecycle.

• Remains current with developments in software engineering and AI and applies relevant technologies to customer and business problems.

Required Qualifications:

• Bachelor's Degree in Computer Science or a related technical discipline AND technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, TypeScript, or Python; OR equivalent experience.

• Experience designing, developing, testing, or operating software applications or services.

• Understanding of software engineering fundamentals, including data structures, algorithms, APIs, debugging, testing, source control, and software design.

• Experience collaborating with engineers and stakeholders to deliver software features.

Preferred Qualifications:

• Bachelor's Degree in Computer Science or a related technical field AND 4+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, TypeScript, or Python; OR Master's Degree in Computer Science or a related technical field AND 2+ years technical engineering experience; OR equivalent experience.

• Experience building and operating cloud services, distributed systems, web applications, or high-scale production services.

• Experience with conversational AI, generative AI, machine learning, search, retrieval, knowledge systems, intelligent agents, or model evaluation.

• Experience developing automated testing, evaluation, or regression frameworks for systems with non-deterministic behavior.

• Experience with production monitoring, observability, service reliability, live-site support, incident response, or on-call operations.

• Experience delivering customer-facing features from design and implementation through validation and production rollout.

• Experience working with service APIs, data stores, event-driven systems, or cloud-native technologies.

• Demonstrated customer focus, sound technical judgment, and the ability to independently own significant features.

• Commitment to responsible AI, security, privacy, accessibility, quality, and inclusive product development.