AI Business Process Solutions Engineer: Customer Experience and Customer Service

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The AI Business Process Solution Engineer proactively engages with customers, leveraging deep technical, industry, and solution expertise in Customer Experience and Customer Service to build credibility and drive technical wins for Microsoft’s core and adjacent technologies.

This role leads technical discussions, establishes engagement rules, and acts as a liaison in partner scenarios. The solutions engineer supports partner technical capacity, identifies skill gaps, and provides strategic feedback to internal teams.

By capturing competitive knowledge on Customer Experience and Customer Service and collaborating with product and engineering teams, the engineer enhances team capabilities and contributes to strategy development at the account level.

Required/Minimum:

• Master’s Degree in Computer Science, Information Technology, or related field AND proven track record of technical pre-sales or technical consulting experience
• OR Bachelor’s Degree in Computer Science, Information Technology, or related field AND proven track record of technical pre-sales or technical consulting experienc
• OR relevant technical pre-sales or technical consulting experience
• OR equivalent experience

Preferred:

• Relevant technical pre-sales, technical consulting, or technology delivery experience in Customer Experience and/or Customer Service
• Experience on Microsoft Dynamics applications is a plus
• Relevant experience with cloud, hybrid, or on-premises infrastructures, architecture designs, migrations, industry standards, and/or technology management
• Certification in relevant technologies (e.g., Business Applications, Office 365, Power BI, Copilot Studio, Power Platform, Azure Architect, Cloud Platform Technologies, Information Security, Architecture)

Key Responsibilities

1. Build Strategy

• Collaborate with account and marketing teams to shape strategic win and customer success plans.
• Tailor Microsoft messaging using customer feedback and competitive landscape insights.
• Build consumption plans with Partner and Industry Solutions Delivery teams post-customer sign-off.
• Deliver competitive knowledge to product and engineering teams to enhance strategies.

2. Education

• Monitor and respond to internal tech community posts; attend community calls, sessions, and hackathons.
• Mentor others in their technology area and demonstrate new products to internal teams.
• Develop and execute a personal readiness plan to address learning gaps and expand domain knowledge.

3. Leverage Partner Ecosystem

• Identify partner skill and resource gaps and provide feedback to internal teams.
• Act as a liaison in partner sell-with scenarios, facilitating partner resources and processes.

4. Scale Customer Engagements

• Utilize knowledge of resources (e.g., Innovation Hub, demo sites) to engage product teams and remediate blockers.
• Proactively reach out to customers and lead technical discussions to ensure technical wins.
• Establish rules of engagement for extended teams and leverage processes, tools, and programs to support customer needs.

5. Solution Design and Proof

• Present and apply architecture patterns to partners or customers.
• Drive cross-workload support for Microsoft Solutions and coach teams on sales methodologies.
• Oversee and demonstrate architectural design sessions and sometime proof of concept (POC) sessions.

Required Capabilities and Skills

• Advising Client Technical Decisions: Guide customers through technical decisions related to Microsoft technology.
• Competitive Analysis: Identify and evaluate competitors’ strengths and weaknesses.
• Consultative Selling: Understand customer needs before recommending solutions.
• Technical Communication: Adapt communications to audience understanding.
• Technology Industry Knowledge: Stay current on trends, products, and services.
• Business Relationship Management: Develop and maintain positive relationships with stakeholders.
• Oral and Written Communication: Convey information clearly in both verbal and written forms.
• Presentations & Storytelling: Deliver engaging presentations and communicate value through stories.
• Problem Solving & Analytical Skills: Identify problems, analyze data, and implement solutions.
• Creativity & Data Analysis: Apply creativity and analyze data to inform business strategies.
• Decision Making: Make informed decisions in fast-paced environments.

Preferred/Additional Skills

• Strategic Technical Planning
• Technical Sales
• Building Stakeholder Relationships
• Trusted Advisor Status
• Demonstrating Microsoft Solution Capabilities
• Cloud Platform & Security Knowledge
• Pilots and Proof of Concepts (POCs)
• Product Demonstration
• Readiness for Deployment
• Troubleshooting
• Financial Analysis