Manager - MCI Contact Center AI & Copilot

About this role

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Manager - MCI Contact Center AI & Copilot

Contact Center AI & Copilot Engineer - Voice / CCaaS The role is a client-facing position focused on designing, building, and improving modern contact center experiences using AI, voice, and CCaaS technologies. This includes Copilot Studio, Dynamics 365 Contact Center, Genesys Cloud, Cisco Webex Contact Center, and related CRM and backend integrations. You’ll work closely with architects and delivery teams to create scalable, secure, and practical solutions that improve both customer and agent experiences. You’re expected to think critically, ask questions, and figure things out. You’ll solve real business problems across voice, chat, and digital channels, translate business needs into technical solutions, and challenge assumptions when needed. This role is ideal for someone who is curious, positive, hands-on, and motivated to keep learning as AI-first contact center technology evolves.

Responsibilities • Build and deploy AI agents using Copilot Studio for chat and voice experiences. • Design call flows, IVRs, queues, and intelligent routing experiences across modern contact center platforms. • Support pursuit and solution development activities by providing technical input, estimates, demos, and subject matter perspective for contact center AI and Copilot opportunities. • Configure and support contact center solutions using Dynamics 365 Contact Center, Genesys Cloud, Cisco Webex Contact Center, and related CCaaS platforms. • Integrate contact center platforms with CRM systems, backend applications, APIs, and data sources. • Troubleshoot complex issues across voice, chat, email, SMS, and digital channels. • Improve agent and customer experiences using automation, AI assist, knowledge access, and workflow optimization. • Translate business needs into technical solutions and challenge requirements when a simpler or better approach is available. • Test voice, routing, agent assist, and omnichannel experiences from an end-user and support perspective. • Validate application behavior, permissions, data access, and integration performance across environments. • Create and maintain documentation, including call flow designs, configuration notes, test scripts, support guides, and solution overviews. • Continuously test, learn, and optimize solutions based on real usage, client feedback, and platform capabilities.

Required Qualifications • 4+ years of experience supporting contact center, CRM, Microsoft 365, Power Platform, or enterprise technology solutions. • Hands-on experience with one or more contact center platforms, such as Dynamics 365 Contact Center, Genesys Cloud, or Cisco Webex Contact Center. • Experience designing or supporting IVRs, call flows, routing logic, queues, escalation paths, or omnichannel service experiences. • Working knowledge of voice/telephony concepts such as SIP, call routing, numbers, queues, IVR, and agent availability. • Experience translating business requirements into technical designs, configurations, test plans, or implementation tasks. • Strong client-facing communication skills and ability to work across business, technical, and delivery teams. • Ability to troubleshoot complex issues across systems, integrations, permissions, and user experience layers.

Preferred Qualifications • Experience with Copilot Studio, conversational AI, AI agents, or voice-enabled automation. • Experience with Power Platform, including Power Automate and Dataverse. • Experience integrating CRM, contact center, and backend systems through APIs or middleware. • Familiarity with Azure services, identity, security, permissions, and data access concepts. • Experience with reporting, analytics, quality management, or workforce optimization in contact center environments. • Experience in consulting, managed services, or client delivery environments.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits .

All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law. 

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at careers@rsmus.com .

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e.

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