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Cloud Solution Architect, Dynamics 365 Customer Service (Omnichannel)
Location:
Redmond, WA
Description:
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience. We are looking for a Cloud Solution Architect, Dynamics 365 Customer Service (Omnichannel) to join our team.Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes. Qualifications: Required/Minimum Qualifications Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 2+ year's 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 2+ years of experience with Dynamics 365 Customer Service. This includes configuration, Customer Service Workspace, Omnichannel experience and ability to extend the application functionality with customizations. Demonstrated experience in managing projects as well as deep knowledge of Unified Routing, Contact Center measures, processes, and language. Additional or Preferred Qualifications Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 5+ 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. 2+ years experience working in a customer-facing role (e.g., internal and/or external). 2+ years experience working on technical projects. 2+ years experience in Power Platform (Power Automate, Power Apps, Power Virtual Agent) with Dynamics 365 and Dataverse At least 1 year experience with cloud architecture designs, migrations, industry standards, and/or technology management. Experience with multi-phase, global, enterprise-wide Dynamics 365 and Power Platform implementations with focus on presales/business development as well as engagement delivery. Certifications: Relevant certifications, such as the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate or Microsoft Certified: Dynamics 365 + Power Platform Solution Architect Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications). Cloud Solution Architecture IC3 - The typical base pay range for this role across the U.S. is USD $80,900 - $162,200 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 $105,300 - $176,900 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-payMicrosoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. Responsibilities: Customer Centricity Gathers customer/partner insights (e.g., feedback around technical preferences, environments, business needs) and leverages these insights and existing plans to map solutions with customer/partner business outcomes. Acts as the voice of the customer (VOC)/partner by driving awareness of existing feedback, insights, and resources with internal teams to add and prioritize. Shares customer success stories with the wider internal team. Identifies and begins developing impactful relationships with internal teams and customer and partner technical specialists during initial preparation and ramp-up stages. Proposes viable solutions based on specific technical products. Demonstrates complex concepts, and proves the capability of those solutions through design collaboration sessions with the customer/partner. Understands how work aligns with customer success plan and meets customer/partner needs by working with internal teams to deliver customer outcomes. Supports customer skilling by delivering as a trusted technical advisor to ensure customer readiness by facilitating technical discussions and enabling operational health and cloud readiness. Transfers knowledge to customers close customer skill gaps. Contributes to customer satisfaction by providing a positive customer/partner experience. Demonstrates an understanding of customer/partner conditions of success. Identifies dissatisfied customers and builds remedial actions (e.g., post-mortem reviews). Actively listens and respectfully challenges customers/partners when going in the wrong direction and escalates appropriately. Business Impact Independently identifies issues and advises customers/partners to operate and optimize performance in accordance with Microsoft best practices. Escalates issues to senior team members or manager, as needed. Applies methodology and governance to minimize business and technical risks and adhere to quality assurance while ensuring excellence in contributions to design and/or delivery of solutions. Adheres to quality assurance standards and calculates risks while ensuring excellence in the design and/or delivery of solutions. Leverages standard tools to ensure accurate opportunity and milestone execution and pipeline hygiene. Independently works with the customer to identify, determine root causes, and resolve blockers to accelerate consumption and solution implementation (e.g., by application of technical capabilities). Identifies non-technical issues and escalates for removal by the appropriate party. Applies business and technical knowledge of architecture or other Microsoft solutions to meet business and information technology (IT) requirements and resolve identified technical constraints. Helps to shape and enhance customers' requirements. Leverages knowledge of the products, services, and value propositions of Microsoft and its competitors in customer/partner conversations to assess customer/partner needs and independently identify growth opportunities. Leverages an existing architecture approach or reference architecture to propose a solution or achieve Microsoft's Customer Promise. Identifies opportunities to expand or accelerate consumption (e.g., cloud and support). Participates in discussions around architecture design, resiliency reviews, and technical optimization that result in production deployment application and increase customer/partner usage and consumption. Independently consults on technical solution design, development, and deployment and supports the customer/partner throughout implementation to achieve value outcomes and Microsoft's Customer Promise. Understands the competitor's architecture solutions and identifies Microsoft's strengths over competitive solutions to demonstrate Microsoft's value to customers/partners. Technical Leadership Leverages development opportunities (e.g., mentorships, role-based resources, trainings, internal events such as Ready, Build, Ignite) to learn new technologies and services as advised by leadership team/manager. Shares ideas, insights, and technical input with virtual team members using a working knowledge of specific Microsoft architectures and other relevant products. Participates in external technical community events (e.g., conferences, seminars, technical meetups, Webcasts, blogs, hackathons) and shares learnings with the internal team. Supports research projects and contributes to scoping surveys for customers/partners to assess potential intellectual property (IP) needs or process changes. Supports identification of opportunities for IP reuse and consumption acceleration. Contributes to IP creation and updates by identifying gaps through delivery and communicating those gaps to others (e.g., Leadership, managed intellectual property [MIP], Design, and Governance). Other Embody our culture and values Requisition #: 1671588pca3lyuhf
Company:
Microsoft
Posted:
April 26 on ITJobsWeb
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More About this Listing: Cloud Solution Architect, Dynamics 365 Customer Service (Omnichannel)
Cloud Solution Architect, Dynamics 365 Customer Service (Omnichannel) is a Architecture & Design Architect, Customer Service Representative Job at Microsoft located in Redmond WA. Find other listings like Cloud Solution Architect, Dynamics 365 Customer Service (Omnichannel) by searching Oodle for Architecture & Design Architect, Customer Service Representative Jobs.
Cloud Solution Architect, Dynamics 365 Customer Service (Omnichannel) is a Architecture & Design Architect, Customer Service Representative Job at Microsoft located in Redmond WA. Find other listings like Cloud Solution Architect, Dynamics 365 Customer Service (Omnichannel) by searching Oodle for Architecture & Design Architect, Customer Service Representative Jobs.