Job Details
Posted date: Nov 26, 2025
Category: Cloud Solution Architecture
Location: Multiple Locations, Multiple Locations
Estimated salary: $164,500
Range: $106,400 - $222,600
Employment type: Full-Time
Work location type: 0 days / week in-office – remote
Role: Individual Contributor
Description
OverviewWith 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.
We are seeking a Cloud Solution Architect - Contact Center as a Service (CCaaS) as an innovative Customer Success Professional to join our Contact Center AI (CCAI) Customer Success team. In this role, you will work with Microsoft Strategic customers to ensure their success and satisfaction with Microsoft’s CCAI solutions. You will monitor key metrics, drive adoption, and act as the voice of your customers internally at Nuance + Microsoft. This position is instrumental for the future success of the Microsoft AI Business Soultions, Contact Center AI division.
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
• Monitor key metrics and proactively drive activities to ensure customer satisfaction and revenue achievement
• Work with customers to continually drive adoption of Microsoft CCAI solutions
• Act as the voice of your customers internally at Nuance + Microsoft
• Manage numerous customers at various stages of the customer lifecycle
• Understand customer experience journeys and help customers maximize their business objectives and value through Nuance + Microsoft services
• Develop and maintain long-term relationships with stakeholders in your account portfolio
• Identify risks to the customer achieving their stated business goals and work to resolve
• Partner with our Sales, Professional Services, Product Management, and Operations teams to build “Truly Loyal” customer relationships
• Deliver customers successfully into the contract renewal process
• Nurture and protect relationships with existing clients and act as a client specialist to drive account and revenue growth
• Meet annual revenue quota for assigned accounts
• Provide forecasting guidance to finance, sales operations, business operations, and executive leadership
• Partner with Account Executive (AE) to develop strategic account plans and execute strategic and tactical actions to support account growth and revenue expansion
• Identify and drive additional opportunities resulting in new revenue expansion
• Drive adoption and growth of CCAI products by partnering with our sales and professional services team
• Lead internal account reviews with relevant internal executive leadership
• Develop a trusted advisor relationship with customer executive sponsors and influencers
• Develop an account “Success Plan” that connects to key business outcomes and KPIs
• Provide knowledge transfer to customers on best practices to deliver measurable ROI
• Monitor and report on business objective achievements and performance KPIs
• Continually work with the customer on strategy and improvement
• Provide thought leadership within the account and partner with Account Executive to grow additional and new revenue streams within the account
• Lead and support the Executive Business Reviews (EBR/QBR) program presentations, business metrics reporting, monitor process, and lead performance analytics as needed
• Work closely with Nuance + Microsoft Sales, PS Technical & Network Services teams to jointly manage customer interactions/escalations
• Partner with marketing & Sales on customer reference program
Qualifications
Required/minimum qualifications
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ 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. Other requirementsCitizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. Additional or preferred qualificationsBachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ 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 Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.4+ years experience working in a customer-facing role (e.g., internal and/or external).4+ years experience delivering business strategy or business outcomes deliverables. Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).Professional experience in a SaaS, CCaaS, or Contact Center customer success or hosted sales account management role, Artificial Intelligence (AI) experience:
o Digital and voice call center experience
o Experience with Microsoft Cloud technologies and solutions
o Experience working with Voice & Web, Digital, Messaging, Security, and Biometrics solutions and technologies
o Experience handling escalations at multiple levels of customer organization, including S-Suite and C-Suite Executives
o Previously managed client accounts with high revenue impact
o Experience managing complex cross-department projects
o Proven record of achieving and exceeding revenue quota
o Enterprise sales experience working with VP and C-Level Executives
o Track record of being a solution-oriented individual who has successfully developed and managed large enterprise customer relationships
o Enjoys working closely with customers to ensure complete satisfaction
o Ability to inspire, collaborate with, and influence across large, distributed teams with diverse skills
o Proven leadership experience with the ability to motivate and direct other team members
o Thrives in a team environment and knows how to effectively leverage resources in a matrix management environment
Cloud Solution Architecture IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
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.
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