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 & Copilot in the Global Delivery organization with deep expertise in Microsoft Teams & Copilot, which includes Teams Phone, Microsoft Teams Rooms (MTRs), and the broader Teams ecosystem. This customer-facing role demands proficient 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.

Customer Satisfaction: Drive positive Customer Satisfaction, and become a trusted advisor to customers and partners, by leveraging AI fundamentals, Graph API, and Copilot for M365 expertise to enable defined Customer Success Plan outcomes. You will actively listen and respectfully challenge to drive the best outcomes.
• Accelerate Value Realization: Actively engage with business and technical decision makers to drive intent, enablement and usage of Copilot for M365, 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.
• 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 M365 Copilot value proposition. Lead architecture design sessions on 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 for M365 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.

Required/minimum qualifications

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.

• Experience in Microsoft Copilot for Microsoft 365: Architecture and capabilities of Copilot across Teams, Outlook, Word, Excel, PowerPoint, and OneNote; Prompting patterns, grounding, limitations, and responsible usage; Copilot extensibility concepts (Graph grounding, plugins, connectors)

• Analytical, problem-solving, and organizational skills.
2+ years’ experience in architecture designs, deployment, troubleshooting, technology management
• Self-reliant and 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 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.