Principal Engineer, Agentic Journey Engineering Lead

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

Role Summary 

We are seeking a forward-thinking Enterprise Principal Engineer to drive the development and deployment of autonomous AI agents on the Microsoft Copilot Studio (M365) platform, with a strong emphasis on Power Apps, Power Automate, Dynamics 365, and Azure AI services. 

This role is responsible for the hands-on engineering, enhancement, and operational health of AI and agentic solutions across IPH platforms. The AI Engineering Lead will drive innovation in intelligent automation — enhancing customer engagement and operational efficiency in the pet insurance domain. This role will develop, integrate, and deliver agentic solutions that span enterprise platforms including Dynamics 365 CRM, Dynamics 365 Copilot agents, insurance applications, conversational interfaces, web, mobile, and back-office systems of record. 

The successful candidate operates comfortably at hands-on levels — owning reference implementations, leading a growing engineering team, mentoring engineers, and partnering with product, data, security, and enterprise architecture leaders, operating within architecture guardrails set by AI Architecture, to deliver AI-native customer experiences at scale.

Key Responsibilities 

Copilot Studio (M365) 

• Build, configure, and deploy agentic AI solutions using Microsoft Copilot Studio, leveraging its low-code/no-code environment to rapidly prototype and scale autonomous agents for business processes. 

• Design conversational and workflow agents that integrate with Microsoft 365 apps (Outlook, Teams, SharePoint) and enterprise data sources. 

• Develop custom Copilot plugins and extensions to enhance agent capabilities, including natural language understanding, task automation, and contextual reasoning. 

• Implement agent safety and transparency features per established governance frameworks and compliance standards. 

• Partner with product owners and business stakeholders to translate business requirements into agent configurations and workflows. 

• Agent action design — invoking Power Automate, Dataverse, REST APIs, and MCP servers. 

• Produce sequence diagrams, decision trees, and agent contracts aligned to approved architecture patterns for consistent engineering execution. 

Power Platform 

• Develop and implement solutions using Power Apps for custom forms, dashboards, and mobile experiences that interact with agentic workflows. 

• Build and maintain Power Automate flows to orchestrate multi-step business processes, automate repetitive tasks, and integrate with external systems (ERP, CRM, insurance platforms). 

• Leverage Power Platform connectors to enable seamless data exchange between Copilot agents, Dynamics 365 CRM, and other SaaS applications. 

• Develop Power Apps components for agentic interfaces, including adaptive cards, PCF controls, embedded AI models, and workflow triggers. 

Dynamics 365 Agents 

• Build and configure Dynamics 365 Copilot agents for customer service, sales, and claims workflows, leveraging D365 native agent capabilities alongside Copilot Studio extensions

• Extend Dynamics 365 agent functionality through custom plugins, Dataverse integrations, and workflow automation to support insurance-specific business processes. 

• Collaborate with CRM and platform teams to ensure seamless integration between D365 agents and broader enterprise agentic solutions. 

Operations, Delivery & Lifecycle Management 

• Own the delivery lifecycle for agentic and AI-powered solutions — including new feature development, enhancements, defect resolution, upgrades, and production support across Copilot Studio, Power Platform, and Dynamics 365. 

• Manage solution packaging, environment promotion (Dev → Test → Prod), and CI/CD pipelines via Azure DevOps. 

• Lead unit testing, integration testing, and UAT support to ensure production-quality releases. 

• Participate in Agile ceremonies (sprint planning, standups, retrospectives) and collaborate with PMO for delivery cadence and release governance. 

• Adhere to IPH enterprise architecture standards and AI governance policies; escalate design decisions and pattern deviations to AI Architecture for review and approval. 

Collaboration & Stakeholder Engagement 

• Work closely with product, engineering, and data teams to translate agent goals, reasoning capabilities, and ethical boundaries into delivered solutions. 

• Partner with business stakeholders (Finance, HR, Operations) to align Copilot agent capabilities with business objectives. 

• Collaborate with AI Architecture to ensure solutions align with approved patterns, guardrails, and governance frameworks. 

Monitoring, Optimization & Compliance 

• Monitor agent performance and optimize using feedback loops, telemetry, and Power BI dashboards. 

• Ensure delivered solutions meet SOC 2, PCI DSS, GDPR, and CCPA compliance requirements, embedding audit trails per enterprise architecture standards. 

Required Qualifications 

• Bachelor's or Master's degree in Computer Science, AI, Data Science, or related field. 

• 12+ years overall experience in application engineering and delivery. 

• Including 5+ years at Lead / Senior Engineer level on enterprise application platforms. 

• 2+ years hands-on building production GenAI / agentic solutions (chat, copilots, multi-agent orchestration, RAG). 

• Strong proficiency in Python, C#, or JavaScript. 

• Hands-on experience with Microsoft Copilot Studio, Power Apps, Power Automate, and Power Platform connectors. 

• Proficiency in Dataverse — data modeling, customization, and plugin development. 

• Experience building and configuring Dynamics 365 Copilot agents and extending agent capabilities within the D365 ecosystem. 

• Familiarity with Dynamics 365 CRM, EIS Suite, and other insurance core systems. 

• Experience integrating SaaS applications in a complex enterprise environment (identity management, data integration, workflow automation). 

• Working knowledge of Azure cloud services, Azure Integration Services, and API Management. 

• Experience with solution lifecycle management (managed/unmanaged solutions, ALM tooling) and CI/CD via Azure DevOps. 

• Familiarity with source control (Git) and DevOps best practices. 

Preferred Qualifications 

• Experience with Azure OpenAI, Semantic Kernel, or other agentic AI frameworks. 

• Microsoft certification in Power Platform, Azure, or Dynamics 365. 

• Background in insurance workflows and regulatory compliance. 

• Experience with PowerApps Component Framework (PCF) for custom UI components. 

• Experience with Adaptive Cards and Bot Framework for Teams-based agent interfaces. 

• Familiarity with Power BI for reporting and analytics on agentic workflows. 

• Strong understanding of AI ethics, prompt engineering, and model governance. 

• Experience ensuring systems comply with relevant regulations (GDPR, CCPA, SOC 2, PCI DSS). 

#IPH

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance

• Basic Life Insurance at no cost to the employee

• Company paid short-term and long-term disability

• 12 weeks of 100% paid Parental Leave

• Health Savings Account (HSA)

• Flexible Spending Accounts (FSA)

• Retirement savings plan

• Personal Paid Time Off

• Paid holidays and company-wide Wellness Day off

• Paid time off to volunteer at nonprofit organizations

• Pet friendly office environment

• Commuter Benefits

• Group Pet Insurance

• On the job training and skills development

• Employee Assistance Program (EAP)

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