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Cloud Solution Architect - Dynamics 365 Customer Engagement/Contact Centre

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Microsoft Corporation

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Location:
Australia , Multiple Locations

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

This role sits in Microsoft’s Customer Success Unit organisation and is focused on Dynamics 365 Customer Engagement, including contact centre scenarios. The CSA acts as a trusted technical advisor to enterprise customers, helping them design, deploy, and optimise Dynamics 365 and the Power Platform.

Job Responsibility:

  • Act as a trusted advisor to enterprise customers for Dynamics 365 Customer Engagement, with a focus on Customer Service / contact centre solutions
  • Guide customers through design, deployment, migration, and modernisation of customer service platforms
  • Deliver best-practice service delivery plans using repeatable services
  • Troubleshoot and unblock technical issues affecting customer service and contact centre implementations
  • Deliver technical enablement and training to customers and partners
  • Collaborate with internal teams to improve customer outcomes and adoption
  • Operates according to required operational excellence and proven practice standards throughout all sales stages/activities/tools of record
  • Delivers solutions in line with company methodologies, ensuring proven practices and patterns are followed
  • Proactively identifies new opportunities for Consumption, Usage & Unified expansion at scale
  • Proactively identifies, escalates, and mitigates blockers using appropriate tools
  • Proactively acts as the voice of the customer/partner and internal communities leveraging relevant insights from feedback tools and systems
  • Identifies and/or translates customer/partner problems into industry solutions
  • Drives self and guides other team members to focus on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience
  • Proactively identifies, escalates, and mitigates blockers using appropriate tools and processes to accelerate solution deployment, value realization and usage/consumption
  • Proactively acts as the voice of the customer/partner, sharing ideas, feedback, insights, success stories and strategic/technical input with Engineering teams, Product Offerings teams and internal communities leveraging relevant insights from feedback tools and systems
  • Identifies and/or translates customer/partner problems into industry solutions aligned with Microsoft product and platform strategy
  • Drives self and guides other team members to focus on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience
  • Identifies and prioritizes several opportunities that align with revenue goals, and orchestrates growth of solution utilization pipeline with partners
  • Leverages market insights and demand signals to assist leadership in identifying relevant areas in which to drive up-skilling and/or accreditations based on demand
  • Proactively identifies gaps through delivery, communicates those gaps to relevant team members and internal/external stakeholders, and connects gaps and patterns across business and technology areas that drive changes and improvements to products, IP (both existing and new), technologies, and/or processes/practices that enable solutions to scale across customers
  • Contributes to leading virtual teams (v-teams) around technologies and customer/partner challenges, and shares ideas, insights, and strategic, technical input with technical teams, internal communities across the field, and the larger virtual team across Microsoft using knowledge of Microsoft architectures and their context in the competitive landscape

Requirements:

  • 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
  • Business Relationship Management
  • Change Management
  • Customer Advocacy
  • Trusted Advisor
  • Strong experience with Dynamics 365 Customer Service
  • Power Platform expertise
  • Comfortable working with enterprise contact centre scenarios (case management, service workflows, integrations)
  • Consultative, customer-facing technical role (not pure support, not pure pre-sales)

Additional Information:

Job Posted:
March 22, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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