Cloud Solution Architect – AI Business Solutions | Support for Mission Critical

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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.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

Do you have a passion for M365 and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers to grow their Customer Engagement platforms? Do you want to join one of Microsoft''s fastest growing businesses? If so, we are looking for you!

Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution.

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

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.

Required Qualifications:

Microsoft Teams Enterprise Voice:

• • Design, deployment, and management of Teams Phone (Enterprise Voice), including Direct Routing, Operator Connect, and integration with Session Border Controllers (SBCs).
  • Experience with VoIP, PBX migration, and Unified Communications solutions.
  • Troubleshooting call quality, voice routing, and telephony integration issues.
  • Familiarity with Teams-certified devices and endpoint management for voice solutions.

Endpoint Management (Intune & SCCM/MECM):

• • Deep expertise in Microsoft Intune (Endpoint Manager) for mobile device and application management (MDM/MAM), including policy creation, compliance, and security baselines.
  • Advanced Experience with Microsoft Endpoint Configuration Manager (SCCM/MECM) for OS deployment, software distribution, application management, patch management, Strong PowerShell scripting, hierarchy design and co-management scenarios. Also having basic SCCM log review skill to determine troubleshooting direction.
  • Migration experience from SCCM to Intune, and hybrid/co-management environments, e.g. GPO migration, application migration, update management migration, etc.
  • Knowledge of Hybrid/Pure Entra ID join for Windows Device, Windows Autopilot, Windows Update for Business, and device lifecycle management.
  • Experience with Mobile / MacOS devices management in Intune

Microsoft 365 Ecosystem:

• • Administration and support for Exchange Online, SharePoint Online, and Microsoft 365 Security & Compliance features (eDiscovery, DLP, Defender, etc.).
  • Integration of Teams with other M365 services and third-party UC solutions (e.g., Zoom, WebEx, Slack).

Professional skills:

• • Comfortable operating in ambiguous, fast-paced environments
  • Must have outstanding customer service skills with excellent oral and written communication skills as well as experience providing training to peers or customers.
  • Must demonstrate strong interpersonal and leadership skills while working with diverse audiences including highly technical IT professionals, engineers, developers, and architects as well as executives and management professionals in both customer and Microsoft teams.

Additional Qualification:

Identity & Security:

• • Azure Active Directory, Conditional Access, MFA, and identity federation (ADFS, Azure AD Connect).
  • PKI, certificate deployment, and NDES.

Networking:

• • Understanding of enterprise network concepts relevant to voice and endpoint management (QoS, firewall, VPN, SBC configuration).

Preferred Qualification:

Scripting & Automation:

• • PowerShell scripting for automation, reporting, and troubleshooting across Teams, Intune, and SCCM.

Certifications:

• • MS-700 (Managing Microsoft Teams)
  • MS-720 (Teams Voice Engineer Expert)
  • MS-102 (Microsoft 365 Administrator)
  • MS-500 (Security Administration)
  • MD-102 (Endpoint Administrator)
  • Other relevant Microsoft certifications

• You will work with a larger customer account team to strengthen customer relationships and to work on Microsoft AI Business Solutions strategies that allow you to develop an immediate and long-term Customer Success Plan and Value Based Delivery for reactive and proactive needs
• You will Identify and manage customer goals and Support for Mission Critical (SfMC) opportunities across AI Business Solutions to improve the quality, consumption, and health of the customer’s solution
• You will drive and participate in proactive delivery management as well as spot performance issues, analyze problems, and drive activities focused on stabilizing and optimizing your customer’s solution
• You will work with internal Microsoft support teams, account teams, product engineering and service engineering teams and other stakeholders to ensure a streamlined and efficient customer support experience
• You will apply and share lessons learned for continuous process and delivery improvement for the customer and peers
• You will engage in meetings with your customers and account teams to review Support for Mission Critical services, customer support issues, and articulate your Customer Success Plans
• You will share and gain knowledge through technical communities
• You will contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers