Cloud Solution Architecture

• Design, plan, and drive execution of proactive engagements for business critical workloads, with a focus on reliability, security, supportability, manageability, and observability, aligned to customer priorities and product roadmap
• Combine data-driven insights, industry knowledge, and product expertise to help customers make strategic decisions around their business critical workloads
• Partner closely with solution architects, customer success, support, engineering, and other stakeholders to provide a seamless, end to end customer experience
• Drive accelerated incident resolution by maintaining visibility of critical incidents and ensuring effective root cause analysis and actionable recommendations
• Support the onboarding and enablement of customer owned monitoring and observability solutions to improve operational insight and customer outcomes
• Provide cross team leadership by clarifying roles, responsibilities, and escalation paths across account and support teams
• Coordinate proactive monitoring and incident resolution activities to ensure continuity and alignment across workstreams
• Maintain and contribute to up to date technical knowledge resources, sharing incident learnings and recommendations through clear, structured documentation

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field and 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
• Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter
• Extensive Experience working with CCaaS and understanding of: D365 Contact Center architecture, Nuance / Voice capabilities
• Experience working with Omnichannel / Contact Center, and understanding of: digital channels (chat, messaging, social), voice and telephony concepts (ACD, IVR, routing), customer journey orchestration across channels
• Deep understanding of: case management, SLAs, queues, routing, knowledge management, service analytics, extensibility via Dataverse and Power Platform
• Proven capability to manage and resolve critical technical issues in complex, high pressure support environments
• Demonstrated ability to build trusted, long term customer relationships through consistent and strategic engagement
• Exceptional customer service skills, with strong verbal and written communication abilities
• Experience delivering technical training or enablement to customers or peers is highly regarded
• Demonstrate a strong ability to build and lead programmatic approaches for customer situations, ensuring customer buy-in and providing regular communication of value delivered
• 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
• Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive account management

Dynamics 365 CE, Finance & Operations, Project management, Power Platform experience is a plus