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.

We are looking for a Cloud Solution Architect (CSA), specializing in Agents, who is passionate about leading our customers’ AI transformation. This role will be part of the Global Solution Architecture team and is required to position Microsoft as the AI transformation partner of choice for customers. Our work is intentionally differentiated from Field execution, as we focus on incubation-first, innovation-led projects that unlock new value paths before Field engagement begins.
The role requires technical depth across Microsoft AI solutions, understanding of the competitive landscape, strong consulting skill and executive level engagement experience. The role will coach and collaborate with field roles and partners, executing programmatic actions that drive the consumption and AI transformation. This role will document and share best practices, ensure progress towards value realization goals, provide feedback to the Product Group, and facilitate knowledge transfer to field Customer Success Unit (CSU) teams. Additionally, the role involves partnering with field teams to identify key barriers to scaled success and driving resolution with engineering, product marketing, and sales teams.

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

Accelerate AI transformation and Value Realization: Actively engage with CxO, business and technical decision makers to drive intent, enablement and usage of Agents, M365 Copilot and other Microsoft AI solutions, securing long-term customer renewal. Galvanize technical and sales experts around additional identified opportunities to develop customer specific roadmaps that drive further growth & business value realization.
Customer Insights: Provide feedback & insights from customers back to the relevant MS teams including Product Groups, to enable continuous improvement.
Customer Satisfaction: Drive positive Customer Satisfaction, and become a trusted advisor to customers, by leveraging Microsoft’s AI solutions such as Agents, M365 Copilot and Chat to enable defined Customer Success Plan outcomes. You will actively listen and respectfully challenge to drive the best outcomes.
Usage (Cloud & Support) Growth: Develop opportunities to drive Customer Success business results by working with business & technical decision makers to ensure they understand Microsoft’s AI solutions value proposition. Lead architecture design sessions on Agents and M365 Copilot, address customer questions and provide best practices for activating solution within customer environment.
Identify resolutions to issues blocking the go-live of customer success projects by leveraging deep knowledge of M365 Copilot and Agents, technical subject matter expertise. Lead business & technical conversations with customers to drive value from their MS investments. Deliver all work according to MS best practices & policies and using repeatable IP.
Learn It All: Demonstrate Self Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals
Accelerate Customer Outcomes: Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP re-sure, and learn from others to help accelerate your customers’ transformation journey.

Qualifications

Bachelor's degree in computer science, Information Technology, Engineering, Business, or related field AND 6+ 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
Mandatory hands-on experience in AI agents development and Copilot Studio
Ability to engage with CxO, business and technical decision makers
Bachelors Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 10+ 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 Masters Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
- OR equivalent experience
8+ years experience working in a customer-facing role (e.g., internal and/or external).
8+ years experience working on technical projects.
Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).

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.

AI Business Solutions, Global Solution Architect