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Job Description We are looking for an experienced Microsoft Teams / Azure developer (or small team) to build a Teams IT Support application that mimics an internal IT support user. The goal is for employees to be able to find this bot in the Teams directory, message or call it just like a colleague, and receive fast IT support. Core Features: 1) Teams User Presence: The app should appear as an organisation user (“IT Support”) and be auto-available (no manual install by end-users). 2) Chat + Voice Support: Users can message or call the bot in Teams. 3) Ticket Handling: The bot summarises issues raised (incident or service request), confirms with the user, and creates a ticket. 4) Knowledge Base Search: Uses standard operating procedures and vendor documentation (e.g., Microsoft 365, Cisco VPN docs). Bot suggests possible fixes. 5) File/Media Uploads: Users can upload screenshots or share video. The bot should capture, run OCR (or transcription), and analyse these to assist with resolution. 6) ITSM Integration: Log all tickets into ServiceNow (future flexibility for other ITSMs). Attachments and ticket metadata included. 7) Authentication: Users authenticated via their Teams account. 8) Logging & Reporting: All interactions stored in a database for tracking, metrics, and reporting. Technical Expectations: Built with the latest Microsoft Teams app development techniques (Microsoft 365 Agents Toolkit, Bot Framework SDK v4, Azure AD SSO). Azure AI Search / Azure OpenAI (or equivalent) for summarisation + retrieval-augmented generation (RAG). Azure Cognitive Services (Speech to Text, Computer Vision OCR) for calls and attachments. ServiceNow REST APIs for ticket creation and file uploads. Secure handling of data (Azure Key Vault, Blob Storage). Deliverables: 1) Teams app (chat), ticketing DB, attachment support, KB search, ServiceNow integration, Teams call integration (5-minute audio calls with transcription and summarisation). 2) Deployment: Org-wide installation via Teams Admin Center policies. 3) Documentation: Clear setup instructions, architecture diagram, and handover notes. Skills Required: Microsoft Teams App Development (manifest, bot, SSO, app setup policies). Azure Bot Framework SDK (TypeScript or .NET). Azure OpenAI / Cognitive Services (Search, OCR, Speech). ServiceNow API integration. Enterprise-grade security and compliance best practices. Bonus Skills: Experience with LangChain/LlamaIndex for RAG. Graph Communications SDK (.NET) for Teams media bots.