Overview

Microsoft is a company where passionate innovators come to collaborate, envision what can be, and take their careers to levels they cannot achieve anywhere else. This is a world of more possibilities, more innovation, more openness, and sky-is-the-limit thinking in a cloud- and AI-enabled world.

The Dynamics 365 engineering team continues to grow its Fast Track program to support customers as they implement and adopt Dynamics 365 cloud solutions, now increasingly powered by AI, agents, and Copilot experiences. Fast Track helps customers realize the full value of their investment by accelerating time to value, reducing risk, and driving sustained adoption aligned to their business goals.

We are looking for a Solution Architect/Technical Lead with deep technical expertise and a strong delivery mindset, experienced in leading complex, high-impact engagements. This role blends architecture, hands-on solutioning, customer and partner leadership, and product feedback, with a growing emphasis on AI-driven and agentic solutions across Dynamics 365 Customer Service and Contact Center.

Solution Architects/Technical Leads deliver services directly to customers and partners, helping them design, build, and adopt production-ready solutions while achieving measurable adoption and business outcomes.

What we offer:

• An environment that fosters continuous learning across cloud, AI, and emerging technologies.
• The opportunity to work in one of Microsoft’s fastest-growing businesses as new Dynamics 365, Copilot, and AI capabilities are released.
• Direct collaboration with product engineering teams shaping the future of Dynamics 365 Customer Service/Contact Center, Copilot Studio, and AI extensibility.
• The ability to influence product direction through real-world customer and partner insights and deployment experience.

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

• Own and deliver the Fast Track customer and partner experience, embedding deeply with a portfolio of customers to guide architecture, solution design, and adoption.
• Serve as a subject matter expert in Dynamics 365 Customer Service and Contact Center solutions, and in adjacent AI and agent architectures across Microsoft Business Applications.
• Provide proactive Dynamics 365 Contact Center/Customer Service architectural guidance to help customers avoid common pitfalls, remove technical and organizational blockers, and successfully deploy solutions in complex enterprise environments.
• Design, build, and deliver production-ready AI and agent solutions, using technologies such as Dynamics 365, Copilot Studio and Microsoft 365 Copilot, including hands-on development of working agents and prototypes to demonstrate customer value.
• Collaborate closely with customer stakeholders (executives, architects, developers, and business leaders), Microsoft field teams, partners, and engineering to ensure successful outcomes and unblock complex scenarios.
• Surface field insights and patterns from real-world deployments to influence product roadmaps, backlog prioritization, and the design of new AI, agent, and extensibility capabilities.
• Contribute to scale and service maturity by codifying best practices, publishing internal guidance and playbooks, and sharing reusable patterns to improve delivery consistency across Fast Track and related functions.
• Evangelize the Fast Track program and AI-driven capabilities across Microsoft field teams, engineering, partners, and customers.
• Embody Microsoft culture and values, demonstrating leadership, curiosity, and a growth mindset in a rapidly evolving technology landscape.

Key business metrics:

• Drive customer success and adoption of Dynamics 365 Customer Service and Contact Center, Copilot, and agent powered solutions.
• Reduce time, cost, and risk to onboard and deploy enterprise solutions.
• Provide high-quality field insights and data to inform service and product improvement.

Qualifications Required Qualifications:

• Bachelor’s Degree in Computer Science, Engineering, Data Science, Math, Business, or a related field AND 4+ years of experience in leadership roles delivering customer-facing technical engagements involving Dynamics 365 Customer Service, Contact Center, or comparable enterprise platforms.
• OR equivalent professional experience.
• Proven success in customer-facing solution architecture or technical delivery roles, working directly with enterprise customers.
• Experience working in or alongside the generative and agentic AI domain, with strong familiarity with key concepts (e.g., prompt engineering, LLMs, RAG, GPTs AI agents, multi-agent systems, AI architecture and deployment considerations).
• Ability to operate across multiple disciplines—business, product, design, and engineering—learning quickly and adapting in ambiguous and rapidly changing environments.
• Strong executive-level communication skills, with experience presenting to senior leaders, technical teams, and end users, and tailoring messaging to audience needs.
• Demonstrated product thinking and technical solutioning skills, with a continuous learning mindset and passion for emerging technologies.
• Excellent written and verbal communication skills across technical and non-technical audiences.
• Strong problem-solving ability and capacity to think strategically and adapt in real time.

Other Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:

• Microsoft Cloud Background Check:

This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

• Hands-on experience building agents or extensibility solutions using Copilot Studio, Power Platform, Microsoft 365 Copilot, Azure, or related services.
• Technical proficiency in adjacent Microsoft technologies such as M365, Power BI, Power Apps, Azure, Azure Logic Apps, Power Automate, SQL, SSRS, and Entra ID (certifications a plus).
• Program or engineering management experience delivering cloud and AI solutions at scale.
• Strong curiosity and commitment to staying current with AI, agentic systems, competitive technologies, and industry trends.
• Experience contributing to internal enablement, playbooks, or reusable solution patterns.
• Willingness to travel occasionally as required.

#Fast Track; #CAPE; #Copilot; #Dynamics; #D365; #BIC

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.