AI Business Solutions, Global Solution Architect

Overview

With more than 45,000 employees and partners worldwide, Microsoft's Customer Experience and Success (CE&S) organization is dedicated to empowering customers to accelerate business value through differentiated experiences that leverage Microsoft’s products and services. We focus on cross-company alignment and execution to consistently exceed customer expectations across all interactions. CE&S manages all up services including consulting, customer success, and support across Microsoft’s solution portfolio. Join us to help accelerate AI transformation for our customers globally.

We are seeking a Cloud Solution Architect (CSA) specializing in Agents, passionate about leading our customers’ AI transformation. This role is part of the Global Solution Architecture team, positioning Microsoft as the AI transformation partner of choice. Our work emphasizes incubation-first, innovation-led projects that unlock new value paths before broader Field engagement.

The role demands technical depth in Microsoft AI solutions, an understanding of the competitive landscape, strong consulting skills, and executive-level engagement experience. You will coach and collaborate with field roles and partners, executing programmatic actions to drive consumption and AI transformation. Responsibilities include documenting and sharing best practices, ensuring progress towards value realization, providing feedback to the Product Group, and facilitating knowledge transfer to field Customer Success Unit (CSU) teams. Additionally, you will partner with field teams to identify barriers to scaled success and drive resolution with engineering, product marketing, and sales teams.

Microsoft's mission is to empower every person and organization to achieve more. We foster a culture of inclusion, respect, integrity, and accountability, promoting a growth mindset and collaboration to realize shared goals.

Responsibilities

• Actively engage with CxO, business, and technical decision makers to drive intent, enablement, and usage of Agents, M365 Copilot, and other Microsoft AI solutions, ensuring long-term customer renewal and value realization.
• Galvanize technical and sales experts to develop customer-specific roadmaps that drive further growth and business value.
• Provide crucial feedback and insights from customers to relevant Microsoft teams, including Product Groups, to enable continuous improvement.
• Drive positive Customer Satisfaction and become a trusted advisor by leveraging Microsoft’s AI solutions (e.g., Agents, M365 Copilot, Chat) to achieve defined Customer Success Plan outcomes.
• Develop opportunities to drive Customer Success business results by ensuring business and technical decision makers understand Microsoft’s AI solutions value proposition.
• Lead architecture design sessions on Agents and M365 Copilot, addressing customer questions and providing best practices for solution activation within customer environments.
• Identify and resolve issues blocking customer success project go-lives using deep knowledge of M365 Copilot and Agents and technical subject matter expertise.
• Lead business and technical conversations to maximize value from Microsoft investments, delivering all work according to Microsoft best practices, policies, and repeatable IP.
• Demonstrate a self-learner mindset through continuous skilling alignment with team/area demands and Customer Success goals.
• Engage in relevant communities to share expertise, contribute to and reuse IP, and learn from others to accelerate customer transformation journeys.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related field AND 6+ years' experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting; OR equivalent experience.
• Mandatory hands-on experience in AI agents development and Copilot Studio.
• Ability to engage effectively with CxO, business, and technical decision makers.
• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 10+ years experience in relevant technical or consulting roles; OR Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ years experience in relevant technical or consulting roles; OR equivalent experience.
• 8+ years experience working in a customer-facing role (internal and/or external).
• 8+ years experience working on technical projects.
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).

Key skills/competency

• AI Transformation
• Microsoft AI Solutions
• AI Agents Development
• Copilot Studio
• Customer Engagement
• Solution Architecture
• Cloud Technologies
• Executive Communication
• Technical Leadership
• Value Realization
• Strategic Consulting