Custom Service Jobs in Ottawa, ON (NOW HIRING)

Why you'll love Softchoice:

At Softchoice, a World Wide Technology (WWT) company, we work together to make a new world happen. As an IT solutions provider serving U.S. commercial and SMB organizations, as well as the entire Canadian market, we help organizations turn ambition into realworld outcomes. We do this through the delivery of secure cloud, AI, software and digital workplace solutions that enable agility, innovation and growth.

With a highly engaged, high-performing team, we are certified as a Great Place to Work in both Canada and the United States, and have been recognized as a Best Workplace in Canada for more than 20 years. We stand proudly for our people and their success through career development and advancement, and continuously strive to do what's good for our people and communities.

 As part of WWT, we connect customers to the global scale, advanced innovation, world-class partnerships, and deep expertise of a leader in AI and digital transformation. This includes access to WWT's Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software that enables customers and partners to conceptualize, test, and validate innovative solutions before deploying them at scale.

The impact you will have:

A resourceful, hyper-curious technology professional who independently owns technical architecture decisions for agent and conversational-AI solutions built on Microsoft Copilot Studio and the Power Platform, backed by custom Azure development where the workload demands it. This role owns the hardest recurring judgment in Microsoft-centered engagements: when a solution belongs on low-code, when it belongs in fully custom development, and when the right answer is a hybrid of both - and can defend that placement on economics, maintainability, quality, and time-to-value.

The role combines deep Copilot Studio and Power Platform domain expertise with genuine application-development problem-solving and product thinking. Working alone or with a small team, you are adept at quickly reviewing APIs, SDKs, and platform documentation, and can prototype an agent experience for client review within days of concept. You design agent experiences that are grounded, evaluated, and safe; orchestrate hybrid solutions where low-code and custom services each play the role they are best at; and guide clients across commercial and government clouds (GCC, GCC High), where feature-parity differences are deal-critical and must be verified per tier before designs are committed.

This role reports to a Team Lead, Manager, or Senior Manager, Digital Architecture.

What you will do:

• Own build-approach decisions across engagements: evaluate each workload for Power Platform / Copilot Studio, custom Azure development, or hybrid delivery, and defend the placement on licensing and consumption economics, supportability, extensibility, quality requirements, and time-to-value
• Design and develop system architecture for enterprise-grade agent solutions on Microsoft Copilot Studio - agent design, knowledge-source strategy, custom actions and tools, channel strategy, and M365 Copilot extensibility - integrated with Dataverse, Power Apps, and Power Automate
• Architect hybrid solutions that marry low-code and custom development: Copilot Studio and Power Automate as the orchestration or experience layer over custom Azure services (Functions, Logic Apps, Service Bus, APIs), and custom applications invoking Power Platform capabilities where that inverts - selecting the seam deliberately
• Architect for the client's actual cloud: advise on Commercial vs GCC vs GCC High feature parity for Copilot Studio and the Power Platform, verify per-tier availability against current Microsoft documentation before committing designs, and redesign around government-cloud constraints (channels, triggers, knowledge sources, connectors, identity)
• Establish quality and safety engineering for conversational AI: grounded-answer and citation design, evaluation approaches for agent output, content-safety configuration, and monitoring for quality drift in production
• Advise clients on Copilot Studio and Power Platform licensing and consumption models (including credit-metered agent consumption); model the economics of agent workloads against custom-build alternatives as an input to architecture decisions
• Develop prototypes for client pitches and manage them through to completion with the WWT Digital team
• Conduct technology reviews, assessments, and dependency-mapping exercises for clients to understand current environments; analyze the client's technological state and propose improvements and future implementations, including agent and automation roadmaps
• Establish architectural best practices and governance models (DLP, RBAC, environment strategy, CoE, agent lifecycle governance) so solutions remain sustainable and enterprise-ready after handoff
• Communicate architectural and technical decisions to internal stakeholders, other architects, and other WWT Digital team members
• Provide technical oversight and direction for delivery teams as a member of a multi-person architecture team, or under the direction of a manager

What you will bring to the table:

Education

• Bachelor's degree in Computer Science, or a related field, or equivalent practical experience.

Certifications

• Relevant Microsoft certifications strongly preferred (e.g., Power Platform Solution Architect Expert, Azure AI Engineer Associate).

Work Experience

• Typical candidates will have 12+ years of experience in software engineering or enterprise solution delivery, including at least 2+ years of experience architecting systems and 6+ years of experience leading technical teams. Demonstrated experience delivering conversational-AI or agent solutions to production is required.

Specialized Knowledge, Skills, and Abilities

• Deep expertise in Microsoft Copilot Studio: agent design, generative orchestration, knowledge sources, custom actions/tools, channels, analytics, and M365 Copilot extensibility.
• Deep expertise across the Microsoft Power Platform: Power Apps, Power Automate, Dataverse, Power Pages, and AI Builder - including governance (DLP, RBAC, environment strategy, CoE) and ALM.
• Strong application-development foundation: REST/Graph APIs, Azure Functions, custom connectors, and enough fluency in a modern language (C#, TypeScript) to design and review the custom side of hybrid solutions credibly.
• Working knowledge of Azure AI services (Azure OpenAI, AI Search, Document Intelligence, Language) and where they outperform in-platform equivalents - the raw material of custom-vs-low-code decisions.
• Working knowledge of Microsoft government cloud offerings (GCC, GCC High): identity planes, feature-parity discipline, and the practice of verifying per-tier availability before committing designs in writing.
• Strong Copilot Studio and Power Platform licensing knowledge, including consumption/credit-metered models; able to model agent economics as an architecture input.
• Product thinking: frames solutions around business outcomes and adoption, weighs who maintains the solution after handoff, and knows when not to build.
• Hands-on experience with emergent AI coding practices using LLM-based coding tools to accelerate design and delivery workflows.
• Experience with CI/CD tools and techniques, and with solution ALM for platform workloads (Azure DevOps, GitHub).
• Exhibits superior communication skills, both oral and written; is clear, concise, sincere, and persuasive. Excellent listening skills and displays a genuine interest in the voice of others.
• Demonstrates initiative and creativity in all work efforts. Pursues objectives beyond what is required or expected.
• Effective public speaking skills and presence.
• Capacity to assume more significant responsibilities over time.

Compensation:

A reasonable estimate of the current base pay range for this position in Canada is $120,800 to $151,000 annually + 14% as target incentives. 

Actual salary will be based on a variety of factors, including location, experience, skill set, education, and related certification. The range for this position in other geographic locations may differ. 

Softchoice offers a comprehensive and competitive benefit plan to all full-time employees, which includes: 

• Health and Wellbeing: Medical and Dental Care, Employee & Family Assistance Program 

• Financial Benefits: RRSP/DPSP Retirement Savings Plan with Company Matching, Life and Disability Insurance 

• Paid Time Off: Vacation and Sick Leave, Holidays, Parental Leave, Volunteer Days, Bereavement Leave 

• Additional Perks: Employee Discount Program 

Not sure if you qualify? Think about applying anyway:

We understand that not everyone brings 100% of the skills and experience for the role.
At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds.  Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

Why You'll Love Working Here:

• The People: You'll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
• High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
• Flexibility: Plan your workdays in a way that suits you best
• Award-Winning Workplace: Proudly recognized as a Great Place to Work for 21 consecutive years
• Inclusive Culture: We are committed to a company culture where every team member can be their authentic self
• Competitive Benefits: Benefit from competitive perks that start on day one

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:

We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to working with you to best meet your needs.

Our commitment to your experience:

We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.

Job Requisition ID: 7638 
EoE/M/F/Vet/Disability 

#LI-MM5