Copilot Platform SME

Role Overview

The Copilot Platform SME is responsible for owning the advanced support, governance guidance, and enterprise enablement of Microsoft Copilot across the Microsoft 365 ecosystem. This role acts as the highest escalation point for Copilot-related issues and provides strategic and hands-on expertise to ensure Copilot is adopted securely, effectively, and in alignment with organizational policies.

The role requires deep functional understanding of Copilot capabilities and limitations, strong Microsoft ecosystem knowledge, and the ability to translate evolving AI features into practical, business-ready guidance.

Key Responsibilities

·               Serve as the Subject Matter Expert for Microsoft Copilot and Copilot agents across enterprise environments

·               Handle complex issues related to Copilot behavior, data grounding, permissions, security boundaries, and product limitations

·               Provide expert-level guidance on Copilot agent architecture, configuration patterns, and troubleshooting approaches

·               Act as final escalation point for unresolved Copilot incidents from L1/L2 support teams

·               Provide advisory support across Microsoft 365 services including Teams, SharePoint, Exchange, OneDrive, Loop, and GitHub Copilot

·               Understand integration touchpoints between Copilot, Power Platform, and Microsoft services to diagnose cross-platform issues

·               Ensure all recommendations align with internal security, compliance, and governance guidelines

·               Define and communicate supported vs unsupported Copilot use cases

·               Clearly articulate Copilot limitations and coach business users on workarounds or alternative approaches

·               Provide informed guidance on non-Microsoft AI technologies and explain enterprise support boundaries

·               Design and deliver advanced Copilot clinics, webinars, and targeted enablement sessions

·               Support business users during feature rollouts, roadmap changes, and capability expansions

·               Translate technical Copilot updates into consumable guidance for business and IT stakeholders

·               Mentor and upskill L1/L2 Copilot support teams

·               Contribute to automation of Copilot request intake, triage, and knowledge management

·               Continuously monitor Copilot evolution and proactively update support and enablement practices

Experience Required

·               6–10+ years in Microsoft 365, Digital Workplace, Platform Engineering, or Enterprise Collaboration roles

·               2–3+ years of hands-on experience with Microsoft Copilot, Copilot agents, or Power Platform‑driven solutions

·               Proven experience supporting large-scale enterprise technology adoption or transformation programs

·               Strong background in stakeholder management and enterprise support operations

Technologies & Functional Expertise

·               Microsoft Copilot (M365 Copilot, Copilot agents)

·               Microsoft 365: Teams, SharePoint, Exchange, OneDrive, Loop

·               Power Platform: Power Apps, Power Automate, Power BI (advanced conceptual to hands-on)

·               M365 administration, identity, access control, and security boundaries

·               Understanding of OpenAI-based services within Microsoft stack

·               Awareness of non-Microsoft AI platforms (support‑boundary and advisory level)