Cloud Solution Architect Global Delivery

Job description

Overview

Join the Global Customer Success (GCS) organization within the Customer Experience and Success (CE&S) group.

The team leads the effort to enable customer success on the Microsoft Cloud by delivering AI-powered capabilities and human expertise to drive value, operational excellence, and loyalty.

The role focuses on a seamless, customer- and partner-centric experience across Microsoft’s solutions, aligning across teams and ensuring successful delivery and adoption of Microsoft technologies.

This role is flexible in that you can work up to 100% from home.

Responsibilities

• Act as the voice of the customer/partners from feedback tools and systems with minimal guidance from more experienced peers.
  
  
• Contribute to identifying and translating customer/partner problems into industry solutions.
  
  
• Focus on customer/partner experience through efficient delivery and a seamless, connected customer journey with minimal guidance.
  
  
• Identify, escalate, and mitigate blockers using appropriate tools.
  
  
• Deliver solutions in line with company methodologies with minimal guidance from more experienced peers.
  
  
• Identify new opportunities for Consumption, Usage & Unified expansion at scale with minimal guidance.
  
  
• Operate according to required operational excellence and proven practice standards across all sales stages/activities/tools of record with minimal guidance.
  
  
• Leverage market insights and demand signals; contribute to virtual teams using knowledge of Microsoft architectures and the competitive landscape.
  
  
• Identify gaps that enable solutions to scale across customers with minimal guidance.
  
  

Role specifics (MECM/Intune)

• Design, deploy, review, and assess the health of the infrastructure and clients.
  
  
• Upgrade, update, and maintain the SCCM hierarchy; troubleshoot infrastructure and client issues.
  
  
• Tune and optimize performance; assist with reporting; assist in setting up SCCM Co-Management with Intune.
  
  
• Assist in planning, reviewing, and troubleshooting Software Updates and Task Sequences; provide training in all areas of SCCM.
  
  

Customer centricity

• Focus on customer/partner experience and define success conditions.
  
  
• Address dissatisfaction and contribute to strategies that improve experience, value realization, and transformation acceleration.
  
  
• Explain how customer/partner problems map to Microsoft product and platform strategy and ROI goals; help adopt cross-solution area solutions.
  
  
• Build relationships with technical decision makers and support interactions with stakeholders on security, compliance, and risk requirements.
  
  
• Share customer insights with Engineering/Product teams and contribute to strategic input to impact roadmaps and initiatives.
  
  

Partner specialization

• Identify market opportunities, guide partners in offerings and enablement, and support initial customer implementations.
  
  
• Drive growth of solution utilization pipelines with partners; provide pre-sales support and proof of concept assistance.
  
  

Technical leadership

• Demonstrate technical readiness and drive readiness and upskilling within the team; mentor as appropriate.
  
  
• Contribute to virtual teams, share insights, and engage with internal and external audiences to grow Microsoft’s brand.
  
  
• Identify gaps in delivery, communicate them, and connect patterns to drive product and process improvements for scalability.
  
  

Role specifics – MECM/Intune focus

• The MECM (aka SCCM)/Intune Customer Engineer works directly with customers as a consultant and technical advisor to design, deploy, review, and assess infrastructure health; upgrade and maintain SCCM; troubleshoot issues; optimize performance; assist with reporting; enable SCCM Co-Management with Intune; help plan, review, and troubleshoot Software Updates and Task Sequences; provide training to meet customer goals.
  
  

Qualifications

Required/minimum qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 2+ years’ 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.
  
  
• Advanced English level.
  
  
• Demonstrated experience as an architect in a cloud environment.
  
  
• Experience in Enterprise IT Service Delivery.
  
  
• Experience presenting, whiteboarding, or demoing technical solutions to stakeholders.
  
  

Additional or Preferred Qualifications

• Bachelor’s Degree in a related field AND 5+ years’ experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR Master’s Degree with similar experience OR equivalent.
  
  
• 2+ years’ experience in a customer-facing role.
  
  
• 2+ years’ experience on technical projects.
  
  
• Technical certification in Cloud (e.g., Azure, AWS, Google, security).
  
  
• 3 years working as a depth expert/technology owner or consultant for MECM.
  
  
• Ability to present to multiple levels of customer leadership and act as a consultant/architect for multiple customers.
  
  
• Broad knowledge across MECM scenarios: Windows Desktop/Server Management, SCCM, Intune, SQL Server, Active Directory, Certificates, IIS, DNS, Security, Packaging/Application creation, Desktop OS upgrades, Reporting (SSRS/Power BI), PowerShell, and related tools.
  
  
• Deep knowledge in at least 4 of the listed areas; broad knowledge across all MECM areas listed.
  
  

Microsoft is an equal opportunity employer.

Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Seniority level: Not Applicable

Employment type: Full-time

Job function: Engineering and Information Technology

Industries: Software Development

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Required Skill Profession

Informática Y Tecnología