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.

We are seeking a Cloud Solution Architect - AI Biz Solutions | Teams Converged Comms, also know as a Microsoft AI Business Solutions Cloud Solution Architect in the Global Delivery organization with deep expertise in Microsoft Teams, which includes Teams Phone, Microsoft Teams Rooms (MTRs), and the broader Teams ecosystem. This customer-facing role demands strong communication skills and the ability to deliver technical solutions that enhance collaboration, streamline communications, and improve user experience across enterprise environments.

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.

• Deploy and manage Microsoft Teams Rooms (MTRs) across various environments, ensuring optimal configuration, performance, and user experience.
• Support Teams Phone implementations, including Direct Routing, Operator Connect, Auto Attendants, Call Queues, and PSTN integrations.
• Conduct network readiness assessments and troubleshoot call quality issues using dashboards and telemetry tools.
• Provide guidance and support for Teams core features such as chat, channels, meetings, file sharing, and collaboration workflows.
• Collaborate with customers to understand business needs and translate them into scalable Teams-based communication solutions.
• Deliver technical workshops and training sessions focused on Teams Phone, MTR deployment, and Teams usage best practices.
• Assist in licensing, configuration, and customization of Teams and related Microsoft 365 services.
• Document best practices, troubleshooting guides, and reusable deployment templates for internal and customer use.
• Possess deep technical expertise in at least one technical specialty and can solve complex technical problems through sound, creative troubleshooting. Examine possible workarounds and escalations as required.
• Set an example of excellence as a Microsoft representative, enhancing the company's image and reputation through your credibility, preparation, commitment, and first-class delivery.
• Demonstrate strong leadership and communication skills; ability to develop strategic on-going customer relationships, gain trust and respect for the company. Engineers must also possess strong technical writing, presentation and training skills.
• Enjoy teamwork and actively contribute to their peer group as well as our customer account teams.
• Communicate at all levels from CIO to the technical staff on the ground.
• Work with and lead Partner Customer Engineers and Supplier Delivery Managers.

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.

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).

• Deploy and manage Microsoft Teams Rooms (MTRs) across various environments, ensuring optimal configuration, performance, and user experience.
• Support Teams Phone implementations, including Direct Routing, Operator Connect, Auto Attendants, Call Queues, and PSTN integrations.
• Conduct network readiness assessments and troubleshoot call quality issues using dashboards and telemetry tools.
• Provide guidance and support for Teams core features such as chat, channels, meetings, file sharing, and collaboration workflows.
• Collaborate with customers to understand business needs and translate them into scalable Teams-based communication solutions.
• Deliver technical workshops and training sessions focused on Teams Phone, MTR deployment, and Teams usage best practices.
• Assist in licensing, configuration, and customization of Teams and related Microsoft 365 services.
• Document best practices, troubleshooting guides, and reusable deployment templates for internal and customer use.
• Possess deep technical expertise in at least one technical specialty and can solve complex technical problems through sound, creative troubleshooting. Examine possible workarounds and escalations as required.
• Set an example of excellence as a Microsoft representative, enhancing the company's image and reputation through your credibility, preparation, commitment, and first-class delivery.
• Demonstrate strong leadership and communication skills; ability to develop strategic on-going customer relationships, gain trust and respect for the company. Engineers must also possess strong technical writing, presentation and training skills.
• Enjoy teamwork and actively contribute to their peer group as well as our customer account teams.
• Communicate at all levels from CIO to the technical staff on the ground.
• Work with and lead Partner Customer Engineers and Supplier Delivery Managers.
• Proven experience with Microsoft Teams Phone, including Direct Routing, SBCs, and telephony infrastructure.
• Hands-on expertise with Microsoft Teams Rooms (MTRs), including Android and Windows-based deployments.
• Strong understanding of network dependencies for Teams media flows, including firewall, IP routing, and QoS.
• Understanding and support experience on different meeting/conferencing options within Teams
• Troubleshooting experience on Media Quality within Teams environment
• Troubleshooting knowledge & skills on different Teams component, client/MTR
• Understanding on LAN/WAN/IP technology
• Understanding and application of security aspects of network and communication solutions, such as proxy/firewall
• Experience in the enterprise customer arena.
• Experience in compliance, data retention
• Passion for new innovative technology and drive customer transformation
• Ability to communicate with a variety of different audiences and strong presentation skills.
• Ability to effectively recognize and adapt to change and in constant learning mode.
• Ability to explain complex topics in ways that can be understood by technical and business decision makers.
• Face-to-face customer engagement skills
• Excellent written, oral and presentation skills
• Degree qualification or equivalent experience
• Understanding of ITIL/Service Management
• Committed and curious about new innovative technology and drive customer transformation
• Demonstrate effective balance between business and technical acumen
• Ability to effectively recognize and adapt to change
• Ability to deliver presentations and discuss complimentary products at a solutions level
• Ability to handle customer critical issues and work in difficult situations
• Prefer five or more project experiences

• Deep familiarity with Microsoft Teams as a platform, including chat, channels, meetings, collaboration tools, and administrative controls.
• Proficiency in Microsoft 365 services (Exchange, SharePoint, Azure AD) and PowerShell scripting.
• Experience with troubleshooting tools and workflows for Teams devices and call quality.
• Strong analytical, problem-solving, and organizational skills.
5+ years’ experience in architecture designs, deployment, troubleshooting, technology management
• Self-reliant and strong team player, working in a fast-paced environment where technology and customers' requirements can change regularly
• Understanding of Microsoft’s Modern IT Architecture and Strategy
• PowerShell\Scripting experience
Candidate needs:
• Deep understanding in Teams architecture
• Deep troubleshooting skills with Teams
• Designing & implementing services of Teams.
• Teams deployment
• Experience in assessing Microsoft Teams health checks of existing solutions, provide best practice recommendations, guidance on clients, supporting customers on their operations in Teams environments which includes change, release, performance, and availability management.

• Microsoft Certified: Teams Administrator Associate
• Microsoft Certified: Collaboration Communications Systems Engineer Associate
• Microsoft Teams Rooms Certified Systems & Devices (via Microsoft Teams Device Certification Program)

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.