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.

The AI Workforce team is a global group of technical architects and strategists driving enterprise-scale adoption of agentic workflows through M365 Copilot, Microsoft Copilot Studio and AI Agents. We combine deep technical expertise with customer and competitive insights to influence product roadmaps and accelerate innovation. Our team resolves complex escalations, delivers technical enablement, and advocates for Copilot extensibility and agentic solutions. We operate across regions and industries, ensuring customers achieve measurable business outcomes while maintaining security, compliance, and operational excellence.

As a Cloud Solution Architect - AI Workforce specializing in AI Agents & Evaluations, you will design and implement agentic solutions that power AI-driven workflows for enterprise customers. You will lead evaluation strategies for reliability and safety, mentor peers, and shape product direction through customer insights. This role blends delivery excellence with thought leadership—helping customers adopt Copilot and agentic frameworks at scale while influencing Microsoft’s AI strategy.

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:

Technical Leadership

Architect and deploy AI agent solutions leveraging Microsoft Copilot Studio, Agent Builder, and declarative frameworks.
Define evaluation strategies for agent performance, safety, and compliance using metrics such as task success rate, latency, and failure rate.
Mentor peers and guide readiness efforts aligned to corporate priorities like security, resilience, and AI innovation.
Generate and evolve IP for emerging AI scenarios and represent Microsoft in technical communities through events, presentations, and content creation.

Customer Centricity

Act as the voice of the customer, synthesizing insights to influence product roadmaps and program improvements.
Translate customer challenges into solutions aligned with Microsoft’s platform strategy, ensuring clear articulation of ROI and business outcomes.
Anticipate dissatisfaction, define conditions of success, and ensure a seamless, connected customer experience that accelerates adoption and transformation.

Business Impact

Deliver operational excellence across engagements by applying governance principles and managing risk proactively.
Execute value-based deliverables and prepare customers for operational readiness, long-term adoption, and well-architected, AI-enabled solutions.
Identify and capture new opportunities for consumption and usage, collaborating across teams to accelerate deployment and ensure measurable customer impact.

Other

• Embody our culture and values.

Qualifications:

Required/minimum qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 2+ 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 consultingOR 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 5+ 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 consultingOR Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 3+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
• OR equivalent experience.
• 2+ years experience working in a customer-facing role (e.g., internal and/or external).
• 2+ years experience working on technical projects.
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
• Advanced experience in Azure/M365 administration, development, and DevOps processes.
• Proven expertise in Azure AI workloads, Copilot extensibility, and agentic frameworks.
• Strong understanding of evaluation methodologies for AI systems (offline and real-time).
• Proficiency in Type Spec, Microsoft 365 Agents Toolkit, and orchestration patterns.
• Excellent consultative and stakeholder influence skills.
• Demonstrated ability to lead technical engagements across global enterprise customers.
• Experience driving adoption of AI-powered workflows and Copilot extensibility at scale.
• Strong capability in risk management and governance for AI deployments.
• Track record of mentoring and enabling technical readiness within diverse teams.
• Familiarity with Retrieval-Augmented Generation (RAG), multi-agent orchestration, and declarative agent design.
• Knowledge of compliance frameworks and responsible AI principles.
• Hands-on experience with metrics-driven evaluation and quality assurance for AI agents.
• Ability to represent Microsoft in technical communities through events, presentations, and content creation.

Cloud Solution Architecture IC3 - The typical base pay range for this role across the U.S. is USD $85,100 - $169,800 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 $112,000 - $185,300 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.