Full-Time
Customer Experience Technology Specialist
AI & Copilot
Posted on 8/20/2026
Caterpillar
10,001+ employees
Produces heavy construction and mining equipment
Compensation Overview
$97.5k - $158.5k/yr
No H1B Sponsorship
Peoria, IL, USA + 2 more
More locations: Chicago, IL, USA | Irving, TX, USA
Remote
Bachelor's
 Customer Experience & Support (1) |
|---|
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- Knowledge of decision-making processes and associated tools and techniques, with the ability to analyze situations and reach productive decisions based on informed judgment.
- Knowledge of software development tools and activities, with the ability to produce software products or systems in line with product requirements.
- Knowledge of software product design, with the ability to convert market requirements into software product design.
- Knowledge of the technical aspects of software products, with the ability to design, configure, and integrate those aspects.
- Knowledge of software product testing, with the ability to design, plan, and execute testing strategies and tactics to ensure software quality and adherence to requirements.
- Lead client discovery and business process assessments to identify, prioritize, and articulate Microsoft Copilot and agentic use cases aligned with business outcomes.
- Design, build, and deploy Copilot Agents using Copilot Studio while 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 Agents in Copilot Studio.
- Configure and deploy AI-enhanced workflow automation and Copilot solutions using Power Platform low-code/no-code capabilities.
- Lead training sessions, technology demonstrations, and discussions to support adoption and ongoing engagement with Copilot Agents and AI tools.
- Maintain governance standards by documenting configurations, policies, and best practices in alignment with enterprise security and compliance requirements.
- Partner with end users and business teams to understand needs, provide guidance, and help optimize the value of available productivity and AI tools.
- Serve as a subject matter expert for Copilot Studio and AI capabilities.
- Monitor and evaluate Copilot and Power Platform usage and provide insights and recommendations to optimize adoption and business impact.
- Stay current on the Microsoft Dynamics 365 roadmap and identify new features and capabilities relevant to AI and Copilot Agents.
- Lead omnichannel initiatives for Customer Support, including coordination of a business strategy that provides a seamless customer experience across channels.
- Maintain customer support channels including IVR, chat, phone, SMS, email, and self-service for the Microsoft Dynamics 365 Contact Center application.
- Monitor channels through key performance indicators, identify opportunities to improve visibility and conversion, and provide recommendations to enhance omnichannel effectiveness.
- Support the development and execution of different customer support channels.
- Own digital performance for all customer support channels.
- A bachelor's degree in Computer Science or a related field.
- 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.
- Ability to communicate complex technical concepts to nontechnical stakeholders and guide customers toward informed decisions.
- Ability to translate business requirements into technical and architectural solutions.
- 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.
Caterpillar designs and manufactures heavy machinery and engines for construction, mining, energy, and rail projects. It sells heavy equipment, engines, parts, and services worldwide, and also provides financing options and aftermarket maintenance and repair. The company differentiates itself through its global scale, integrated sales-partssupport-financing ecosystem, and a large maintenance network that keeps customers’ fleets running. Its goal is to help customers complete large-scale projects safely, efficiently, and sustainably, while supporting communities and environmental responsibility through initiatives like the Caterpillar Foundation.
Company Size
10,001+
Company Stage
IPO
Headquarters
Irving, Texas
Founded
1925
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Simplify's Take
What believers are saying
- Q2 2026 sales hit $20.5 billion, Caterpillar’s first quarter above $20 billion.
- Backlog reached $72.1 billion on August 4, 2026, with orders stretching to 2030.
- Power generation sales jumped 72% as data-center demand forced engine capacity expansion.
What critics are saying
- Tariff costs hit $2.2 billion to $2.4 billion in 2026, crushing margins.
- Construction Industries faces over $1 billion dealer inventory reduction in Q4 2026.
- A stalled 2027 AI data-center cycle leaves Caterpillar overbuilt and earnings-prone.
What makes Caterpillar unique
- Caterpillar’s July 7, 2026 Skycatch deal deepens mining data and autonomy software.
- Caterpillar bought RPMGlobal on February 17, 2026, strengthening mine-planning software across operations.
- Joe Creed is converting dealer reach into capacity for engines, equipment, and services.
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Benefits
Annual incentive bonus plan
Medical, dental, and vision coverage
Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
401k savings plan
Health savings account (HSA)
Flexible spending accounts (FSAs)
Disability benefits
Life Insurance
Parental leave
Healthy Lifestyle Programs
Employee Assistance Programs
Voluntary Benefits and Employee Discounts
Tuition Reimbursement
Career Development
Growth & Insights and Company News
6 month growth
↑ 2%1 year growth
↑ 2%2 year growth
↑ 2%Caterpillar and Cummins reported record second-quarter results, driven by surging demand for power generation equipment needed for AI data centres. Caterpillar's sales rose 24% year-over-year to $20.5 billion, with adjusted earnings per share of $8.17 exceeding analyst expectations. The company's Construction Industries segment grew 35% to $8.3 billion, whilst Power & Energy increased 17% to $8.2 billion. Cummins reported record revenue of $9.5 billion and diluted earnings per share of $6.73. Both companies raised their full-year guidance, with Caterpillar now expecting mid- to high-teens percentage revenue growth and Cummins forecasting 10-13% growth. The results reflect increased data centre power demand, with global usage expected to rise 26% by 2026 to 565 terawatt-hours.
Caterpillar faces scrutiny after weaker-than-expected US industrial production data for July raised questions about demand resilience. The softer figures contrast with the company's record backlog and optimistic infrastructure outlook. The equipment maker recently upgraded its 2026 sales guidance to mid-to-high teens growth, supported by accelerating volumes across all three segments. However, investors now focus on whether Caterpillar can convert its order book into shipments without sacrificing pricing or margins. Potential tariff costs could reach $1.3 billion to $1.5 billion annually. The company's narrative projects $94.5 billion revenue and $17.4 billion earnings by 2029, requiring 10.1% yearly revenue growth. Cautious analysts assume only 6.8% annual revenue growth to roughly $91 billion, viewing recent industrial softness as pressure that could test margin preservation.
Caterpillar reported a record $20.5 billion quarter, but analysts focused on whether the company has peaked or is entering a new growth cycle. Shares are down 21% from recent highs after a 103% run last year. The key concern centres on whether the Power & Energy segment can offset potential slowdown in Construction Industries. Management acknowledged construction will likely see typical inventory reduction in Q4, but emphasised Power & Energy faces production constraints, not demand issues. Caterpillar's $72 billion backlog extends to 2030, driven by AI and data centre demand. Management highlighted diversification, noting the oil and gas business backlog is nearly double last year's level, suggesting growth beyond a single market. The company confirmed data centre customers show no signs of slowing.
Caterpillar surpassed $20 billion in quarterly sales for the first time in Q2 2026, yet its stock has dropped 6.5% over three months. The company faces a production constraint rather than a demand problem, with its backlog reaching $72 billion and lead times for gas engines extending into late 2028 and 2029. The manufacturer is addressing capacity limits by restarting a mothballed engine platform and converting existing facilities. Power generation sales to end users jumped 72% in Q2 2026, driven primarily by data centre demand. Management raised its full-year sales growth outlook to mid- to high teens from low double digits. However, dealers are expected to reduce Construction Industries inventory by over $1 billion in Q4 2026. The stock currently trades 21% below its 52-week high, with implied volatility at the 80th percentile of its trailing one-year range.
Caterpillar raised its 2026 sales outlook to mid- to high-teens growth, up from its April forecast, citing strong demand across its three primary segments. The company reported record backlog of $72 billion, up $9 billion sequentially and 92% year over year, with 59% scheduled for delivery within 12 months. Second-quarter sales rose 24% to $20.54 billion, the company's first quarter above $20 billion. Adjusted earnings of $8.17 per share topped consensus estimates of $6.25. Power Generation sales to users surged 72%, driven by data centre applications. Caterpillar is restarting production of a 10-megawatt gas reciprocating engine platform and plans to restore about 1.5 gigawatts of capacity, with shipments beginning in the fourth quarter.