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Job Details
Posted date: Dec 09, 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.
We are seeking a skilled and experienced Dynamics 365 Sr CSA with expertise in Dynamics 365 Customer Engagement and the Power Platform, with specialization in Customer Service. The ideal candidate will play a key role as a trusted advisor to enterprise level customers and their partners as they design, develop, deploy and optimize Dynamics 365 implementations and migrate and modernize in the cloud.
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
Customer Engagement & Advisory
Establish yourself as a trusted advisor with key stakeholders at assigned customers.Build strong relationships to influence customer success and adoption.Service Delivery & Best Practices
Develop and execute a service delivery plan leveraging repeatable services.Educate customers and assess their implementation to proactively ensure best practice execution and success.Collaboration & Team Support
Work collaboratively with team members to contribute to their success in supporting customers.Leverage team expertise to enhance customer outcomes.Training & Enablement
Deliver technical training to customers and partners.Provide feedback to improve existing training materials and contribute to new content development.Technical Support & Issue Resolution
Engage in transactional requests to troubleshoot customer issues.Provide education and mitigate technical blockers to ensure smooth implementation.
Qualifications
Required Skills:
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.
Preferred Skills:
Bachelor'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 working on technical projects.Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).Fluency in EnglishEffective communication skills to identify, engage, and interact with key stakeholdersProficiency in delivering technical traininConsulting and customer facing role experienceExcellent problem-solving and troubleshooting skillAbility to work collaboratively in a team environmentDeep technical acumen combined with a curiosity to continue learningExcitement for modern engineering tools and practices
Certifications
Technical Certification in Cloud (e.g., Azure, AWS, Google Cloud)Security certifications (preferred)
Core Skills
Fluency in EnglishEffective communication skills for stakeholder engagementProficiency in delivering technical trainingConsulting and customer-facing experienceExcellent problem-solving and troubleshooting skillsAbility to work collaboratively in a team environmentDeep technical acumen with continuous learning mindsetEnthusiasm for modern engineering tools and practices
Dynamics 365 Customer Service
Enterprise-level experience designing, deploying, and managing Dynamics 365 Customer Service solutionsExpertise in case management, queue management, and SLAsKnowledge of omnichannel engagement (chat, email, voice, social)Experience with knowledge management and self-service portalsFamiliarity with service scheduling, entitlements, and resource managementAbility to configure advanced settings and manage environments in Power Platform Admin CenterUnderstanding of integration with Microsoft Dataverse and other Dynamics 365 apps
Dynamics 365 Customer Engagement & Power Platform
Working knowledge of other Dynamics 365 modules: Dynamics 365 SalesDynamics 365 Field ServiceProficiency with foundational technologies: DataversePower AppsPower AutomatePower Platform Admin CenterAdministration experience (advanced settings, environment management)Customization and integration experienceApplication Lifecycle Management experience
Dynamics CRM
Enterprise-level support and administration: CRM infrastructure installation and configurationDeployment configurationCustomization (data model, forms, views, JavaScript, C# .NET, plugins, workflows)Integration and performance tuningDynamics CRM Cloud MigrationKnowledge of CRM 2015+ versions and upgrade experienceArchitectural experience for Dynamics CRM on-premisesStrong understanding of business application performance tuning (SQL, IIS, networking, client-side troubleshooting)Environment health assessment and data recovery planning
Advanced Expertise
Power Platform governance and Center of Excellence experienceAdvanced Microsoft certificationsDynamics 365 Project Operations experienceDynamics 365 Contact Center experience
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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