Cloud Solution Architect - Dynamics 365 at Microsoft

, , United States -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

203600.0

Posted On

14 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Dynamics 365, Contact Center, CCaaS, Cloud, AI Transformation, Troubleshooting, Proactive Services, Workshops, Assessments, Data Driven, Power Platform, Power Apps, Power Automate, Dataverse, Azure, Architecture

Industry

Software Development

Description

Overview With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Do you have a passion for the Dynamics 365 product family and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers to grow their Dynamics 365 Contact Center (CCaaS)? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you! Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. Responsibilities Coordinate and plan a comprehensive set of deliveries to proactively address customer priorities and ensure goals are met. Deliver proactive and reactive support including onsite presence as needed. Lead and actively engage in proactive delivery management, identifying performance, scalability, and resiliency issues. Analyze challenges and deliver effective solutions aligned with customer requirements. Conduct analysis on customers’ environment and take a data driven approach to problem solving. Work within a larger virtual account team to strengthen customer relationships. Work with support teams, account teams, product engineering teams and other stakeholders to ensure streamlined customer experience. Apply lessons learned for continuous process and delivery improvement. Engage in meetings with customers and account teams to articulate service offerings. Share and gain knowledge through communities. Contribute to on-call rotations to ensure a high quality of service for critical incidents created by Support for Mission Critical customers Qualifications Required/minimum qualifications Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience. Other Requirements Microsoft is unable to sponsor a work visa for this role due to the nature of the role’s job duties. Additional or preferred qualifications Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience. 4+ years experience working in a customer-facing role (e.g., internal and/or external). 4+ years experience working on technical projects. Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications) and Microsoft technologies. 4+ years of experience with Dynamics 365 family of products in a technical or functional capacity, with focus around contact‑center capabilities. Experience designing, implementing, or supporting Dynamics 365 Contact Center (CCaaS) and knowledge of the overall architecture General Power Platform knowledge and handson experience across Power Apps, Power Automate, Dataverse, and related administration/governance capabilities. Clear understanding of how Power platform and Dynamics 365 interact with other technologies and platforms (e.g., Azure). Exposure to AI‑enabled contact center capabilities (virtual agents, automation, analytics, sentiment, or transcription) is a plus. Knowledge or experience in additional Dynamics 365 products is a plus Ability to handle customer critical issues and work in difficult situations; adept at problem solving and finding creative solutions for unique customer challenges. Demonstrate a strong ability to develop strategic ongoing customer relationships to gain the trust and respect of customers. Excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations, lead projects and motivate others. Willingness to look for opportunities that will improve the customers experience or bring new skillsets to the team. Cloud Solution Architecture IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

The role involves coordinating and planning comprehensive deliveries to proactively address customer priorities, leading proactive delivery management to identify performance and resiliency issues, and analyzing challenges to deliver effective solutions aligned with customer requirements. Responsibilities also include providing proactive and reactive support, working within a virtual account team, and contributing to on-call rotations for critical incidents.