Cloud Solution Architect, Copilot

Overview: Driving AI Transformation with Microsoft Copilot

With over 45,000 employees and partners globally, Microsoft's Customer Experience and Success (CE&S) organization is dedicated to empowering customers to achieve accelerated business value through differentiated experiences. We leverage Microsoft’s products and services, driven by our people and culture, ensuring consistent excellence in every interaction. CE&S encompasses all company-wide services, including consulting, customer success, and support across Microsoft's diverse portfolio. Join us to accelerate AI transformation for our customers worldwide.

The Global Customer Success (GCS) organization within CE&S spearheads customer success on the Microsoft Cloud, utilizing leading AI-powered capabilities and human expertise to deliver innovative solutions. Our goal is to accelerate business value, foster operational excellence, and cultivate long-term customer loyalty.

Role: Global Solution Architect, Copilot Incubation Team

We are seeking a Global Solution Architect, specializing in Copilot, to passionately drive our customers’ AI transformation on the Microsoft platform. This role, part of the Customer Success AI Business Solutions team, focuses on strategically executing consumption within key accounts. You will coach and collaborate with field roles and partners, implementing 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. You will also partner with field teams to identify and resolve barriers to scaled success with engineering, product marketing, and sales teams.

Step into the future of business transformation with our M365 Copilot and Agents incubation team! As a Global Solution Architect, you will be at the forefront of innovation, shaping and validating the next generation of AI-powered business solutions. You will collaborate with engineering and business leaders to design, test, and refine cutting-edge use cases, leveraging real-world customer scenarios to achieve product-market fit and generate tangible learnings across the organization. Your contributions will directly influence the evolution of Microsoft 365 Copilot and Agents.

This incubation-focused role emphasizes experimentation, rapid learning, and bold thinking. You’ll join a select team tasked with validating early-stage solutions, capturing breakthrough use cases, and building the ROI methodology that will define the future of our platform. Operating at the intersection of engineering and business, you will align with “frontier” customers globally and codify best practices for worldwide scaling. If you thrive in ambiguity, excel at bringing clarity to complexity, and want to be part of a team setting the standard for AI's impact on work, we encourage you to lead this journey!

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. We foster a culture of inclusion built on respect, integrity, and accountability, where everyone can thrive.

Key Responsibilities

• Customer Satisfaction: Drive positive Customer Satisfaction and become a trusted advisor by leveraging AI fundamentals, Graph API, and Copilot for M365 expertise to enable defined Customer Success Plan outcomes.
• Customer/Partner Insights: Provide valuable feedback and insights from customers/partners to relevant Microsoft teams, including Product Groups, for continuous improvement.
• Accelerate Value Realization: Engage with business and technical decision makers to drive intent, enablement, and usage of Copilot for M365, ensuring long-term customer renewal and growth.
• Usage (Cloud & Support) Growth: Develop opportunities for Customer Success business results by ensuring customers understand Microsoft's M365 Copilot value proposition. Lead architecture design sessions, address questions, and provide best practices.
• Resolve Implementation Blocks: Identify and resolve issues blocking customer success projects by applying deep M365 Copilot technical subject matter expertise.
• Continuous Learning: Demonstrate a self-learner mindset through continuous skilling alignment with team/area demands and Customer Success goals.
• Accelerate Customer Outcomes: Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP reuse, and learn from others to accelerate customer transformation.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related field AND 7+ years of 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.

Preferred Qualifications

• Master's Degree in Computer Science, Information Technology, Engineering, Business, or a related field AND 7+ years of experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting. OR equivalent experience.
• 5+ years of experience in a customer-facing role (e.g., internal and/or external).
• 5+ years of experience working on technical projects.
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
• Agentic AI Experience with Microsoft/Google/Amazon/Open AI/Any 3rd party.
• Hands-on Agents/Chatbot building skills on Microsoft Copilot Studio/Azure Foundry/3rd party platforms.
• D365 Experience.

Key skills/competency

• AI Transformation
• Microsoft Copilot
• Cloud Architecture
• Customer Success
• Microsoft 365
• Azure
• Technical Consulting
• Solution Design
• Product-Market Fit
• Stakeholder Management