Joseph Merhej is a Solution Engineer at Microsoft France who helps organisations rethink how work gets done in the age of AI. With 10 years in the Dynamics 365 and Power Platform ecosystem, he has seen business applications move from systems of record to intelligent agents that act. He pioneered one of the world's first large-scale go-lives of Dynamics 365 Contact Center with Teams Phone. Today, Joseph works with large organisations to reimagine their customer service, moving from traditional contact centers towards proactive, autonomous service. Joseph believes the real breakthrough isn't the technology itself, but what it makes possible: service teams freed from repetitive tasks to focus on what truly matters, customers served instantly, and processes that keep improving on their own. Curious and a natural teacher, he turns ambitious AI visions into live demos you can see working.