Senior Level 3 AI Engineer — Copilot / ChatGPT / Grok / Claude / GeminiRole SummaryWe are seeking a Senior Level 3 AI Engineer to act as the first point of call for engineering issues across the firm’s end user AI products — Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok and Gemini, together with other AI products as they are introduced (for example Zoom AI Companion). You will investigate complex queries that front-line support cannot resolve, work with lead Microsoft and vendor engineers on recent features, and uplift the wider support team. Over time, the team will help build an agent to automate training, Level 2 and QA tasks.

Act as the first point of call for engineering issues across the AI portfolio and investigate complex queries that Level 2.5 cannot resolve. Configure, deploy and scale AI products, including tenant and admin configuration, integrations and automation (e.Work with lead Microsoft and vendor engineers to test, validate and roll out new features and models, balancing speed of enablement against security and compliance.

Review

Level 2.5 documentation and knowledge articles for quality and accuracy, and feed corrections back into the knowledge base. Train and uplift the Level 2.5 support team; Own one AI product as point of contact (POC) while maintaining working knowledge of the full portfolio; Drive incident,



problem and root-cause analysis for platform reliability; contribute to post-implementation reviews. Contribute to the longer-term goal of building an AI agent to automate training, Level 2 and QA activity. 6+ years in an engineering, platform or senior technical support role in enterprise environments (financial services preferred).

Hands-on experience deploying and supporting AI/LLM products or M365 at enterprise scale; strong understanding ofgenerative-AI concepts. Python, PowerShell, Microsoft Graph API) and familiarity with CI/CD concepts.

Experience with security and compliance controls relevant to AI (DLP/Purview, access management, SSO/SCIM, audit logging, responsible-AI policies). integration experience across M365, ServiceNow and identity platforms. BSc/BA in Computer Science, Engineering or related field (or equivalent experience). For Montreal, bilingual (English/French) is an asset. Deep technical troubleshooting and root-cause analysis across AI and M365 platforms.

Key Performance Indicators

Quality of new-feature rollouts (defects, rollbacks, compliance adherence). Uplift in Level 2.5 first-time resolution as a result of training and documentation. Operate within the follow-the-sun model across Montreal and Bengaluru, providing single-product ownership (acting as point of contact for one product) while maintaining broad coverage of the full AI portfolio, with structured handover of open items at shift change. #

📌 SeniorAi Engineer (Winnipeg)
🏢 apptoza
📍 Winnipeg