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.

As the Tech Strategy team for AI Business Process, we are a global team of technical architects focused on Copilot Studio and Agents. We bring deep customer and compete insights to help prioritize product roadmap investments and close the feedback loop. We engage on customer escalations involving product truth and technical enablement, including compete. We advocate for products in our portfolio and drive product success. If you are passionate about the success of Copilot Studio and Agents, and you have deep technical skillset in this domain, we would like to talk to you.

Proactively acts as the voice of the customer/partner and internal communities leveraging relevant insights from feedback tools and systems. Identifies and/or translates customer/partner problems into industry solutions. Drives self and guides other team members to focus on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience. Proactively identifies, escalates, and mitigates blockers using appropriate tools. Delivers solutions in line with company methodologies, ensuring proven practices and patterns are followed. Proactively identifies new opportunities for Consumption, Usage & Unified expansion at scale. Operates according to required operational excellence and proven practice standards throughout all sales stages/activities/tools of record. Leverages market insights and demand signals. Contributes to leading virtual teams using knowledge of Microsoft architectures and their context in the competitive landscape. Proactively identifies gaps that enable solutions to scale across customers.

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

Technical Leadership:

• Demonstrates strong technical leadership by modeling readiness, mentoring others, and guiding upskilling efforts aligned to market demand and CSU/corporate priorities such as security, resilience, and AI. Identifies gaps through delivery, connects patterns across business and technology areas, and drives improvements to products, methodologies, and processes. Contributes to structured frameworks, generates and evolves IP, particularly for emerging scenarios like Copilot and AI—and represents Microsoft in internal and external technical communities through events, presentations, content creation, and v-team contributions.

Customer Centricity:

• Acts as the voice of the customer, synthesizing insights and feedback to influence product roadmaps, decision-making, and program improvements. Translates customer challenges into solutions aligned with Microsoft’s platform strategy, ensuring clear articulation of ROI and business outcomes while bridging perspectives among BDMs, TDMs, and CXO stakeholders. Anticipates dissatisfaction, defines conditions of success, and ensures a seamless, connected customer experience that accelerates adoption, value realization, and transformation.

Business Impact:

• Delivers operational excellence across all stages of customer engagement by applying governance principles, managing risk proactively, and meeting Microsoft and industry standards. Executes value-based deliverables and prepares customers for operational readiness, long‑term organizational adoption, and well‑architected, AI‑enabled, secure, and optimized solutions. Identifies and captures new opportunities for consumption, usage, and Unified expansion, collaborating across teams to accelerate deployment, mitigate blockers, and ensure alignment with business priorities and measurable customer impact.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, 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.
• Solid experience working in a customer-facing role (e.g., internal and/or external).
• Expertise working on deep technical projects.
• Technical Certification in Cloud
• Deep product expertise in Copilot Studio and Agents
• Experience working with D365 products

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.