About the Role

We’re building a network of smart, helpful Copilot powered agents that make it easier for our colleagues in ING to get things done. M365 Copilot & Copilot Studio and Power Platform are at the heart of this. We’re looking for a developer who can help us scale our agentic AI capabilities across ING, starting with IT and HR support agents, and expanding into other domains across ING like Finance and Operations. You’ll work closely with product owners, designers, and domain experts to build, test, and improve conversational agents that are intuitive, accessible, and genuinely useful.

What You’ll Do

• Design and implement Copilot Studio agents using best practices for modularity, intent routing, fallback handling, and escalation (to humans or systems).
• Build and maintain adaptive card flows for troubleshooting, knowledge lookups, and ticketing — with a focus on accessibility, localisation, and user feedback.
• Integrate with ServiceNow and other backend systems to enable seamless, pre-filled ticket creation and status updates.
• Apply knowledge management principles to ensure content is accessible, relevant, and easy to maintain — including support for media like images and videos.
• Collaborate on measurement strategies that go beyond star ratings — helping us capture meaningful feedback and improve continuously.
• Champion accessibility in everything you build — including keyboard-first navigation, screen reader support, and speech-to-text/text-to-speech capabilities.
• Contribute to a scalable agent architecture that supports phased rollouts, learning loops, and future growth across ING.

Your profile

• Prompt Design Expertise: Experience crafting, refining, and evaluating prompts for GenAI agents, chatbots, or Copilot Studio.
• Proven experience with Microsoft Copilot Studio (or Power Virtual Agents)
• Strong knowledge of M365, EntraID, Azure AD and Power Platform.
  • Power Automate (for backend flows and integrations)
  • Power Apps (for internal tooling and UI extensions)
• Expert-level knowledge of Microsoft 365 security principles and controls.
• Proficiency in:
  • Microsoft Graph
  • YAML and Python
  • HTML/CSS
  • JSON (for adaptive cards and data handling)
• Familiarity with APIs and integration patterns
• Understanding of accessibility standards (WCAG) and localisation best practices

Nice-to-Have:

• Experience with Azure Bot Framework, Dataverse
• Knowledge of CI/CD pipelines for Power Platform

• Background in UX writing or conversational design
• JavaScript/TypeScript

What We’re Looking For

• You’re a builder — you like to ship things that work and make people’s lives easier.
• You’re pragmatic — you know when to go fast and when to slow down.
• You’re collaborative — you work well with designers, product owners, and business stakeholders.
• You’re a self-starter – you take the initiative and get things done.
• You care about the details — especially when it comes to accessibility and user experience.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At ING we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.