Cloud Solution Architect - Converged Communications
Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
We are looking for a Cloud Solution Architect (CSA), specializing in Converged Communications (Converged Comms), who is passionate about driving our customers' business applications & AI transformation on the Microsoft platform. This is a customer-facing role, owning both the business applications-focused technical relationship and technical strategy between the customer and Microsoft, helping customers to leverage their Microsoft investments through architecture, implementation and operational health engagements. This role is flexible in that you can work up to 100% from home.
First, Converged Comms CSAs accelerate E5 adoption by showcasing the business value, cost savings, and AI innovations that Teams Phone will bring to customers. You will identify and leverage unique use cases to outpace our competitors and expand usage, while also re-engaging blocked accounts and addressing churn.
Second, you will help scale our solutions by partnering with the Specialist Technology Unit (STU) CSAs and Modern Work (MW) CSAs to ensure a plan for continuous support through Unified. Converged Comms CSAs must fully understand our VBD offerings for Phone, enabling you to continue guiding customers effectively post-engagement.
Lastly, Converged Comms CSAs will drive usage excellence by collaborating closely with Customer Success Account Managers (CSAMs), MW Sales Specialists, and Account Teams. Your focus will be to ensure effective E5 renewal strategies, maintaining and updating committed usage milestones, and promptly addressing any blockers to progress through Unified Action Tracker
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.
Qualifications
Required/Minimum Qualifications
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 7+ years 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.
- 4+ years of enterprise technical experience in any of the following communications technologies:
Microsoft converged communications (including Microsoft Teams Phone, Microsoft Teams Rooms, and Microsoft Teams Premium), Microsoft Unified Communications (includes chat, file sharing, telephony, and video conferencing) or related communications platform solutions. - 4+ years of enterprise technical account experience including any combination of the following: adoption of the converged communication platform, integrating communication tools, enhancing collaboration, streamlining workflows, advancing modern workplaces, architecture design, change management, trusted advisor, stakeholder management or related.
Additional or Preferred Qualifications
- Proficiency in verbal and written communication in French is preferred.
- 3+ years of enterprise experience mapping customer's business process and needs to product capability and solution areas across convergent communications technologies.
- Ability to work independently and as part of a national team.
- Desire and ability to grow technical skills and aptitude as solutions evolve.
- Ability to shift conversation and delivery between business executives and IT decision makers.
- Knowledge of converged communications solutions and the telecommunications industry.
- Experience as a Trusted Advisor and ability to influence key executives and stakeholders within a customer.
- Proven ability to map the customer's business process and needs to product capability and solution areas, including ability to quickly pivot to how Microsoft Teams voice technologies can accelerate and enable that transformation.
- 5+ years of experience in unified communications, telephony, customer support, customer success management and/or relevant technical discipline.
Cloud Solution Architecture IC5 - The typical base pay range for this role across Canada is CAD $121,800 - CAD $219,100 per year.
Find additional pay information here:
https://careers.microsoft.com/v2/global/en/canada-pay-information.html
Microsoft will accept applications for the role until December 11, 2024.
Responsibilities
- Accelerate Value Realization: Actively engage with business and technical decision makers to drive intent, enablement and usage of Teams Phone, securing long-term customer renewal. Galvanize technical and sales experts around additional identified opportunities to develop customer specific roadmaps that drive further growth & business value realization.
- Drive Usage: Develop opportunities by working with customers to ensure they understand Teams Phone value proposition. Provide technical implementation guidance driving active usage of the solution. Actively listen and respectfully challenge customers to drive the best outcomes.
- Customer Trust and Advocacy: Act as the voice of the customer internally, leveraging internal teams to capture feedback, remove blockers, surface insights, and align resources.
- Technical Development: Demonstrate Self-Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals.
- Operations and Execution excellence: Manage operational excellence and customer health by ensuring process compliance and managing pipeline. Provide regular updates to account and regional stakeholders on customers transformation initiatives. Meet or exceed KPI and targets set.