Dynamics 365 is Microsoft’s suite of enterprise software that power many of the largest businesses in the world. The Customer Experience Applications Team delivers Dynamics 365 Customer Service Omnichannel that lets our customers run intelligent and highly scalable contact centers. We are building the next generation of our applications running on Azure that pull together Dynamics 365, Office 365 and a number of other Microsoft cloud services to deliver high value, complete, and predictive application scenarios across all devices and form factors.    

The AI-First Customer Experience Research team leads innovation in AI-driven systems that transform how businesses engage with information and their subscribers. We are a dynamic group pushing the boundaries of what’s possible with large and small language models, agentic AI, and advanced NLP—reimagining traditional IVR systems and beyond.

Our focus is on applied research that delivers real-world impact. We drive innovation at the intersection of cutting-edge AI and customer support, with a mission to elevate contact center performance and enable agent-first experiences. Our work spans agentic AI, model hosting and optimization, speech-to-text, text-to-speech, natural language understanding, fraud prevention, and advanced voice intelligence.

We are looking for a Senior Applied Research Scientist to join our team. In this role, you will co-lead the research, development, and deployment of next-generation generative AI solutions. Your focus will be on optimizing language models for performance, efficiency, and autonomy—bridging foundational research with production-ready applications.