Overview
This is an opportunity to step into a high‑impact, customer‑facing role at the intersection of customer engagement, digital contact centres and AI‑enabled business applications. As a Cloud Solution Architect (CSA) specialising in Dynamics 365 Customer Engagement and Digital Contact Center solutions, you will work with complex, real‑world customer scenarios where your guidance will genuinely shape outcomes.
You’ll partner directly with senior business and IT stakeholders, designing architectures that modernise customer engagement, enable low‑code agility and lay the foundations for scalable AI adoption. The role offers variety and depth - spanning solution design, technical governance, delivery guidance and long‑term platform health - across customers in different industries and markets.
What sets this role apart is the balance between technical depth and advisory influence. You’ll continuously build expertise in CE, contact centre technologies and AI, while developing strong commercial judgement and trusted‑advisor credibility.
Find out more about our culture and values, and the environment you will be working in.
Responsibilities
Business Impact
- Collaborates across Microsoft and customer and partner teams through on‑strategy delivery to achieve customer and partner objectives and increase customer and partner satisfaction.
- Delivers solutions in line with company methodologies, ensuring proven practices and patterns are followed to prepare customers for operational readiness and achievement of their business goals and targets. Guides customers and partners towards a well‑architected, secure, resilient and AI‑enabled solution that is cost and performance optimised.
- Proactively identifies new opportunities for consumption, usage and unified expansion based on business value and a clear understanding of the Microsoft value proposition.
Customer Centricity
- Proactively acts as the voice of the customer and partner, sharing ideas, feedback, insights and success stories with Engineering, Product and internal communities.
- Identifies and translates customer and partner problems into industry solutions aligned with Microsoft product and platform strategy.
- Drives focus on customer and partner experience through efficient delivery and a seamless, connected customer journey, defining clear conditions of success and addressing unmet needs.
Partner Specialisation
- Identifies and prioritises opportunities aligned to revenue goals, orchestrating growth of solution utilisation pipelines with partners. Works closely with partner and sales teams to bring clarity to opportunities through proof of concept and technical pre‑sales support.
- Collaborates with Global Partner Solutions stakeholders to translate market opportunities into action and supports partners in developing repeatable offerings and practices.
Technical Leadership
- Leverages market insights and demand signals to support leadership in identifying upskilling and accreditation priorities. Role models technical readiness across solution depth and breadth, mentoring others and sharing proven practices.
- Identifies gaps through delivery and connects patterns across business and technology to inform improvements to products, IP, technologies and processes. Provides thought leadership and innovation to customers, partners and internal communities.
- Contributes to virtual teams and broader technical communities, sharing insights and building scalable, repeatable models while strengthening industry recognition for Microsoft solutions.
Qualifications
- Significant experience with Dynamics 365 Customer Engagement (CE) and with Digital Contact Center (CCaaS) solutions or platforms.
- Proven experience designing and delivering secure, scalable, and resilient end‑to‑end solutions across diverse cloud and platform environments.
- Strong end-to-end capability in delivering Power Platform solutions, with strength in ALM and the design and operation of robust deployment pipelines.
- Hands-on work with telemetry and operational data, using Application Insights and KQL to monitor, analyse, and optimise solution performance in production.
- Solid expertise in extensibility scenarios, leveraging JavaScript and C# plugins to tailor platform capabilities across the stack.
- Proficiency in written, reading, and conversational English and either Italian or Spanish.
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.**