Technical Solution Management Specialist - AI Evaluation, Research, and Technical Architecture Func.

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. As part of the Experience Innovation Office team within CE&S, you'll help set the operational strategy and drive execution for technology initiatives impacting our front-line customer-facing roles, including Support Engineers, Supervisors, Customer Success Managers, and Professional Services professionals. You'll be part of a group that connects business strategy to delivery execution, optimizing systems for efficiency and impact, and ensuring our organization is ready for the future of AI-powered customer engagement. We are looking for a Technical Solution Management Specialist (TSM) - AI Evaluation, Research, and Technical Architecture Function to help establish the XIO AI Innovation Lab as a focused pre 0-to-1 research, validation, and handoff capability for CE&S AI innovation. This role is responsible for translating emerging AI signals, customer needs, Nebula/KM opportunities, and frontier technology patterns into validated research, reference architectures, evaluation plans, and Test Kitchen-ready Proof of Concept candidates. The TSM will implement a unified framework for hypothesis-driven research, comprehensive evaluation, rigorous testing, safe experimentation, and reusable publication while working closely with portfolio, engineering, data science, business, governance, and prototyping teams. This role will be pivotal in transforming how CE&S evaluates early AI opportunities by ensuring candidate solutions are researched, responsibly evaluated, technically grounded, and packaged for downstream prototyping or product engagement only when the evidence supports it. The TSM will work at the intersection of technology, business, research, and governance, driving innovation while safeguarding customer and employee experiences. The primary work location for this position is Redmond, Washington, with a hybrid work requirement of three days per week in the office. However, this role is also open to candidates located anywhere in the United States and may be performed remotely. Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees, we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.