Cloud Solution Architect - Cloud Endpoint

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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, leveraging your business and technical expertise, you will support customers get value from their MS investments such as M365 Enterprise solutions and Unified support investments.

As a Cloud Endpoint – Cloud Solution Architect (CSA), you will enable customers to achieve their outcomes, based on their investments in Microsoft technology. Your role is pivotal in helping our enterprise customers modernize their endpoints and adopt a Zero Trust security model. Your primary responsibility is to lead technical conversations, identify solutions to obstacles hindering customer success projects, and build customer confidence in using Microsoft 365 Solutions.

These solutions encompass Windows endpoints (physical or virtual), managed by Modern IT using Intune, Microsoft Endpoint Manager, Azure AD, Windows/Windows 365. You will work closely with field sales specialists to understand customer business challenges, formulate the necessary technology strategy, and remove technical barriers to digital transformation.

Required/Minimum Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 2+ 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.

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 with cloud and hybrid, or on premises infrastructures, architecture designs, migrations, industry standards, and/or technology management.
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
• Certification in relevant technologies or disciplines (e.g., Office 365, Power BI, Azure Architect and Development exams, Cloud Platform Technologies, Information Security, Architecture).
• Cloud Endpoint: Microsoft products and product differentiators in assigned Solutions Plays (including Windows 11, Windows 365, Intune, Microsoft Endpoint Manager, Microsoft Azure Active Directory, Azure Virtual Desktop and managed etc. OR competitive experience.

Customer Centricity

• Gather customer/partner insights (e.g., feedback around technical preferences, environments, business needs) and leverage these insights and existing plans to map solutions with customer/partner business outcomes. Act as the voice of the customer (VOC)/partner by driving awareness of existing feedback, insights, and resources with internal teams to add and prioritize. Share customer success stories with the wider internal team.
• Identify and begin developing impactful relationships with internal teams and customer and partner technical specialists during initial preparation and ramp-up stages. Propose viable solutions based on specific technical products. Demonstrate complex concepts and proves the capability of those solutions through design collaboration sessions with the customer/partner. Understand how work aligns with customer success plan and meets customer/partner needs by working with internal teams to deliver customer outcomes. Support customer skilling by delivering as a trusted technical advisor to ensure customer readiness by facilitating technical discussions and enabling operational health and cloud readiness. Transfer knowledge to customers close customer skill gaps.
• Contribute to customer satisfaction by providing positive customer/partner experience. Demonstrate an understanding of customer/partner’s conditions of success. Identify dissatisfied customers and build remedial actions (e.g., post-mortem reviews).
• Actively listen and respectfully challenge 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. Escalate issues to senior team members or managers, 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. Leverage 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 applications 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, training courses, 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 architecture 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