Cloud Solution Architect - Dynamics 365

• Coordinate and plan a comprehensive set of deliveries to proactively address customer priorities and ensure goals are met.
• Deliver proactive and reactive support including onsite presence as needed.
• Lead and actively engage in proactive delivery management, identifying performance, scalability, and resiliency issues. Analyze challenges and deliver effective solutions aligned with customer requirements.
• Conduct analysis on customers' environment and take a data driven approach to problem solving.
• Work within a larger virtual account team to strengthen customer relationships.
• Work with support teams, account teams, product engineering teams and other stakeholders to ensure streamlined customer experience.
• Apply lessons learned for continuous process and delivery improvement.
• Engage in meetings with customers and account teams to articulate service offerings.
• Share and gain knowledge through communities.
• Contribute to on-call rotations to ensure a high quality of service for critical incidents created by Support for Mission Critical customers

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., * 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) and Microsoft technologies.
• 4+ years of experience with Dynamics 365 family of products in a technical or functional capacity, with focus around contactcenter capabilities.
• Experience designing, implementing, or supporting Dynamics 365 Contact Center (CCaaS) and knowledge of the overall architecture
• General Power Platform knowledge and handson experience across Power Apps, Power Automate, Dataverse, and related administration/governance capabilities.
• Clear understanding of how Power platform and Dynamics 365 interact with other technologies and platforms (e.g.,Azure).
• Exposure to AIenabled contact center capabilities (virtual agents, automation, analytics, sentiment, or transcription) is a plus.
• Knowledge or experience in additional Dynamics 365 products is a plus
• Ability to handle customer critical issues and work in difficult situations; adeptat problem solving and finding creative solutions for unique customer challenges.
• Demonstrate a strong ability to develop strategic ongoing customer relationships to gain the trust and respect of customers.
• Excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations, lead projects and motivate others.
• Willingness to look for opportunities thatwillimprovethecustomersexperienceorbring new skillsets to the team.

Microsoft is a global technology company headquartered in Redmond, Washington. Our mission is to empower every person and every organization on the planet to achieve more. We develop, license, and support a wide range of software products, services, and devices that help individuals and businesses realize their full potential.

Our flagship products include the Microsoft 365 productivity cloud, Windows operating system, Azure cloud platform, and Dynamics 365 business applications. We are also a leader in areas such as artificial intelligence, cybersecurity, developer tools, and gaming through Xbox and Game Pass.

With operations in more than 190 countries and over 220,000 employees worldwide, Microsoft is committed to responsible innovation, inclusive economic growth, and sustainability. We work closely with governments, industries, and communities to ensure that technology serves the public good and helps address some of the world’s most pressing challenges.

As we celebrate our 50th anniversary in 2025, we continue to look forward—investing in AI, cloud, and quantum computing to shape the future of work, education, and society at large scale.