Overview:

About Microsoft

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 Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

About the role

As a Mission Critical CSA CCaaS (Contact Centre as a Service) you will play a pivotal role in enabling customer success by delivering resilient, secure, and scalable business critical AI solutions that accelerate business value. You will closely collaborate with Microsoft delivery partners and internal stakeholders, model excellence in solution delivery and customer engagement to help customers realize the full potential of their Microsoft business critical platforms while insuring reliability and continuous improvement.

You will serve as a trusted technical advisor to our customers to guide them on the journey of optimising their business critical workloads for security, reliability, and cost-efficient, resilient operation. You will deliver real business value through unblocking the customer and enabling their operational teams to achieve technical fluency and operational efficiency, ensuring long-term customer trust.

• Responsibilities- Design, plan, and drive execution of proactive engagements for business critical workloads, with a focus on reliability, security, supportability, manageability, and observability, aligned to customer priorities and product roadmap.
• Combine data-driven insights, industry knowledge, and product expertise to help customers make strategic decisions around their business critical workloads.
• Partner closely with solution architects, customer success, support, engineering, and other stakeholders to provide a seamless, end to end customer experience.
• Drive accelerated incident resolution by maintaining visibility of critical incidents and ensuring effective root cause analysis and actionable recommendations.
• Support the onboarding and enablement of customer owned monitoring and observability solutions to improve operational insight and customer outcomes.
• Provide cross team leadership by clarifying roles, responsibilities, and escalation paths across account and support teams.
• Coordinate proactive monitoring and incident resolution activities to ensure continuity and alignment across workstreams.
• Maintain and contribute to up tod ate technical knowledge resources, sharing incident learnings and recommendations through clear, structured documentation.

Qualifications:

Required 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.
• Experience working with Dynamics 365 Customer Service and solid understanding of: case management, SLAs, queues, routing, knowledge management, service analytics, extensibility via Dataverse and Power Platform
• Experience working with Copilot Studio: building and extending agents, knowledge grounding, governance, ALM, testing, performance monitoring.
• Understanding of Agent and AI solution architecture: multi-agent patterns, custom agents, orchestration and deterministic flows
• Knowledge around Azure and Power Platform integration: Power Automate (flows, triggers, actions), Azure AI / Cognitive Services, secure integration pattern

Preferred Qualifications

• Experience working with Omnichannel / Contact Center, and understanding of: digital channels (chat, messaging, social), voice and telephony concepts (ACD, IVR, routing), customer journey orchestration across channels
• Experience working with CCaaS and understanding of: D365 Contact Center architecture, Nuance / Voice capabilities.
• Demonstrated ability to build trusted, long term customer relationships through consistent and strategic engagement.
• Capability to manage and resolve critical technical issues in complex, high pressure support environments.
• Exceptional customer service skills, with strong verbal and written communication abilities.
• Experience delivering technical training or enablement to customers or peers is highly regarded.

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.