Job Description

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.

We are looking for a Global Solution Architect (CSA), specializing in AI Business Solutions, who is passionate about driving our customers’ AI transformation on the Microsoft platform. This role will be part of the Customer Success AI Business Solutions team and is designed to strategically engage in the execution of consumption within key accounts. This role will coach and collaborate with field roles and partners, executing programmatic actions that drive the consumption and AI transformation. This role will document and share best practices, ensure progress towards value realization goals, provide feedback to the Product Group, and facilitate knowledge transfer to field Customer Success Unit (CSU) teams. Additionally, the role involves partnering with field teams to identify key barriers to scaled success and driving resolution with engineering, product marketing, and sales teams.

What sets this role apart is its focus on incubation—where experimentation, rapid learning, and bold thinking are not just encouraged, but essential. You’ll join a select team tasked with validating early-stage solutions, capturing breakthrough use cases, and building the ROI methodology that will define the future of our platform. You’ll operate at the intersection of engineering and business, aligning with a global list of “frontier” customers and codifying best practices that will scale worldwide. If you thrive in ambiguity, love to create clarity from complexity, and want to be part of a team that’s setting the standard for how AI transforms work, we want you to help lead this journey!

The GSA plays a pivotal role in accelerating the growth of our Unified business by scaling best practices and learnings from mature incubation motions across our entire Unified portfolio. GSAs ensure our assets remain up to date with ongoing product innovations, but—most importantly—they guide customers through a structured AI transformation journey. Through this leadership, they help organizations adopt Microsoft AI solutions with confidence, clarity, and measurable impact.

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.

Responsibilities

• Accelerate Value Realization: Actively engage with CxO, business, and technical decision makers to drive intent, enablement, and usage of M365 Copilot, Copilot Chat, Agents, and related Microsoft solutions—ultimately securing long‑term customer value and renewal. Mobilize technical and sales stakeholders around new opportunities and develop customer‑specific roadmaps that drive adoption, growth, and measurable business outcomes.
• Customer Satisfaction: Serve as a trusted advisor to customers by applying deep expertise in M365 Copilot and Agents to help achieve Customer Success Plan outcomes. Actively listen, challenge constructively, and guide customers toward optimal decisions that unlock value.
• Usage (Cloud & Support) Growth: Develop and execute strategies that increase usage and consumption across M365 Copilot, Copilot Chat, and Agents. Lead architecture design sessions, answer technical questions, and provide best practices for activating and governing solutions within enterprise environments.
• Blocker Resolution: Identify and resolve issues preventing successful go‑lives by leveraging deep expertise in M365 Copilot, Agents, governance models, and enterprise integration. Lead business and technical conversations to ensure customers realize value from their Microsoft investments while delivering work aligned to Microsoft best practices and reusable IP.
• Customer Insights: Capture structured insights from customer engagements and funnel them back to engineering, product, and cross‑functional Microsoft teams to inform continuous improvement and influence product evolution.
• Develop and Evolve Unified IP: Play a central role in the ongoing development, enhancement, and maintenance of our Unified portfolio. Ensure assets remain current with product innovations and field learnings, while creating structured methodologies, templates, and solution patterns validated through customer engagements.
• Scale Best Practices Across the Organization: Codify and scale best practices derived from incubation and customer delivery. Transform learnings into repeatable frameworks, guidance, and artifacts that can be adopted across regions and roles.
• Field Enablement and Upskilling: Enable and upskill field roles within the Customer Success Unit (CSU) by providing training, coaching, playbooks, and readiness materials. Equip CSU teams with the knowledge and confidence needed to execute AI transformation engagements effectively and consistently at scale.
• Learn‑It‑All Mindset: Maintain continuous learning aligned to team priorities, evolving AI capabilities, and Customer Success objectives. Proactively deepen skills in emerging technologies, architectural patterns, and enterprise readiness areas.

Qualifications

• Bachelor's degree in computer science, Information Technology, Engineering, Business, or related field AND proven 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
• Hands on experience in AI agents development and Copilot Studio (mandatory).
• Fluent English in enterprise and executive environments (mandatory).
• Proven experience working in a customer-facing role (e.g., internal and/or external).
• Proven experience working on technical projects, interacting with business
• Demonstrated experience delivering enterprise-scale solutions with measurable business outcomes.
• Strong understanding and working experience of AI solutions (including OpenAI, Anthropic, Google, Glean)
• Ability to work with senior executives and challenge constructively to drive clarity and alignment.
• Adoption and Change Manage skills (PROSCI certification or equivalent is a plus)
• Experience building or validating Unified Support / Unified Catalog offerings or enterprise-scale reusable IP.
• 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.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.