TechWish

Job Description Job Description Principal Engineer Copilot Studio & AI for Contact Center (CCaaS) to lead the hands-on development and implementation of AI-powered customer and employee engagement solutions. 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. Develop and troubleshoot Power Automate workflows. Design and implement integrations with APIs, Dataverse, SharePoint, Dynamics 365, Teams, and other enterprise systems. Build Retrieval Augmented Generation (RAG) solutions using enterprise knowledge sources. Develop AI-powered Agent Assist capabilities including: Call summarization Knowledge recommendations Next Best Action guidance Intelligent search Post-call automation 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

Job Description Job Title: Technical Business Analyst - Guidewire Location: Remote Duration: Long Term Duties & Responsibilities Collaborate with Business Relationship Management/Consultants (BRM/BRMC), Business Solutions Analysts (BSA)/Other business partners, Project Managers (PM), Developers and Quality Assurance (QA) and other IT partners as needed: • Work closely with BRM/BRMC and BSA to understand needs, collect business requirements, and translate them into technical requirements. • Coordinate with project managers to ensure project timelines and milestones are met. • Develops and maintains comprehensive Standard Operating Procedures (SOPs) to ensure consistency and efficiency in processes. • Identifies and coordinates interdependencies across multiple domains, ensuring seamless integration and alignment of efforts. • Leads and accelerates the delivery of projects and initiatives, driving them to successful completion within set timelines. • Cultivates and sustains strong, collaborative relationships with various domains and key contributing partners, such as the AI Council, Architecture Review Committee (ARC), and others, to foster a cohesive and supportive work environment. • Collaborate with Architects, Developers and others as needed to ensure technical solutions align with business objectives. • Technical acumen and the ability to perform system impact analysis across multiple applications and integrations • Experience working in Agile delivery environments • Strong technical requirements analysis and documentation skills • API and integration experience • Experience with policy administration platforms, particularly EIS and/or Guidewire • Ability to support the upcoming EIS-to-Guidewire coexistence landscape and associated cross platform analysis • Insurance domain experience will be helpful, but the most critical need is strong technical analysis capability and the ability to quickly understand complex system interactions. Skills Provide Subject Matter Expertise: • Serve as a go-to resource for business stakeholders, providing in-depth knowledge of the applications and platforms. • Review and provide feedback on documentation created by other analysts to ensure accuracy and completeness. • Regularly update BRM/BRMC, BSA and PM on the status of issues and risks. Ensure Accurate Translation and Traceability of Business Requirements into Technical Requirements: • Collaborate as needed with BSA and other business partners to capture all necessary business needs by leveraging Business Requirements Document (BRD) • Validate the technical requirements support the business requirements, delivering expected features and functionality Create, Maintain and Update Documentation: • Create and maintain comprehensive documentation, including technical requirements, design, user stories, and acceptance criteria • Collaborate with Architects and Solution Designers and own the creation of clear and concise technical specifications and documentation, to include items such as systems mapping, data flow mapping, database queries, table updates etc. • Ensure that all documentation is up-to-date and accessible to relevant stakeholders. Assist with Business Involvement in Testing and Training: • Assist with user acceptance testing (UAT) sessions. • Assist with development and delivery of systems related training materials and sessions to help users effectively utilize new or enhanced applications. Perform Data Analysis and Reporting: • Extract, analyze, and interpret data to support business decisions and project outcomes. • Contribute to reports and dashboards to track project progress and performance metrics.