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Empower organizations to transform how they work using AI with a focus on Dynamics 365, Power Platform, and Copilot Studio. This customer-facing role involves guiding customers through AI-first business solution implementations, acting as a trusted advisor to build and deliver solutions, and driving adoption and business growth. You'll specialize in CRM apps, low-code development, or Power Platform, leveraging your expertise to enhance customer experiences and accelerate AI transformation.
Our purpose is to empower organizations to transform the way they work by harnessing the full potential of artificial intelligence. We guide customers through the evolving digital landscape, enabling them to unlock new opportunities, enhance productivity, and deliver exceptional employee and customer experiences. By integrating advanced AI capabilities across devices, cloud platforms, and everyday business applications, we help organizations realize seamless, innovative, and secure solutions that drive sustained growth and success in the AI era. We are looking for an experienced Dynamics 365, Power Platform and Copilot Studio - Cloud Solution Architect (CSA) to join our team. The primary objective of this role is to ensure customers are successfully implementing AI-first business solutions with copilot capabilities within Dynamics 365 and beyond.
You will specialize in one of the following categories: Dynamics 365 CRM-related Apps (Sales, Customer Service, Field Service), Low Code Agent Development, and/or Power Platform, Copilot Studio depending on your experience. This person will have a passion for Agentic AI, preferably with experience of Copilot Studio or Agent building, who is passionate about driving our customers’ business applications, enabling low code agility and transforming those customers with AI. The specific technologies under the responsibility of this role include: Dataverse germane to the CRM related Apps, Model‑Driven Apps, Power Apps, Power Automate, and embedded Copilot experiences across D365 CRM Apps including Sales Copilot, Service Copilot, and Dynamics 365 Copilot (role‑based) scenarios. This is a customer-facing role, owning the business applications-focused technical & business relationships and the technical, functional and/or governance strategies between the customer and Microsoft, helping customers to leverage their Microsoft investments through architecture, implementation and operational health engagements.
With 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.
Customer Centricity
Be the Voice Of the customer: Proactively acts as the voice of the customer/partner, sharing ideas, feedback, insights, success stories and strategic/technical input with Engineering teams, Product Offerings teams and/or internal communities
Be the Trusted Advisor: Identifies customer/partner problems and translates them into business applications or business process-oriented solutions aligned with Microsoft product strategy, explaining their alignment with customer outcomes and ROI goals, relative to competitive offerings. Help customers use these solutions. Build relationships with technical decision makers and contribute to helping build the bridge between technical decision makers (TDMs) and business decision makers (BDMs). Interacts as required with customers/partners' C-suite to bridge understanding of security, compliance, operational and risk requirements across teams, involving experts as needed.
Deliver Customer Satisfaction: Drive positive Customer Satisfaction and become a trusted advisor to customers by leveraging AI Business Process (Dynamics 365, Power Platform, and/or Copilot Studio) expertise to enable defined Customer Success Plan outcomes. You will actively listen and respectfully challenge to drive the best outcomes.
Customer Insights: Provide feedback and insights from customers back to the relevant Microsoft teams to enable continuous improvement.
Business Impact
Drive Consumption/Usage through Unified Support Plans: Delivers solutions using company methodologies and proven practices/patterns to support customer readiness and goals. Proactively applies change management to drive adoption, customer satisfaction and consumption/usage. Acts as a trusted advisor to architect solutions that accelerate adoption, retention, and business growth.
Resolve blockers with urgency: Proactively identifies, escalates and mitigates blockers to accelerate solution deployment and usage. Applies knowledge/skills to meet requirements and resolve constraints.
Identify opportunities: Proactively identifies new opportunities for Consumption, Usage & Unified expansion (especially Enhanced Solutions) at scale by communicating a clear understanding of the Microsoft value proposition for supported platforms to empower cloud success, foster and strengthen security and resiliency, and drive AI innovation. Proactively captures opportunities in appropriate systems, processes, and tools, working collaboratively across the organization to execute opportunities aligned with Microsoft's Customer Engagement Model.
Execute with Operational Excellence & Agility: Operates according to required operational excellence and proven practice standards throughout all sales stages/activities/tools of record.
Technical Leadership
Focus on Continuous Upskilling & Improvement: Role models technical readiness aligned to solution area priorities and to Customer Success Unit (CSU)/corporate initiatives. and influences the team to drive their own technical readiness. Contributes to the development and modification of the company's stock of structured frameworks and methodologies.
Engage in Communities: Demonstrates strong industry knowledge and increases recognition for Microsoft AI Business Process solutions by contributing to and sometimes leading presentations and engagements with external and internal audiences (e.g., Tech Connect, Build, Ignite). Contributes to intellectual property (IP) and identifies patterns where no IP exists to help build scalable and repeatable models.
Qualifications Required Qualifications:
Preferred Qualifications
6+ years experience working in a customer-facing role.
6+ years experience leading technical projects.Technical Certifications (e.g., Dynamics 365, Artificial Intelligence, Azure, Amazon Web Services, Google).
1+ year experience customizing, troubleshooting, and deploying Copilot Studio with one or more demonstratable production deployments
6+ years of experience customizing, tuning, troubleshooting, and deploying one or more of the following cloud-based systems:
*Dynamics 365 CE Solutions (Customer Service, Sales, and/or Field Service) and/or similar AI-powered CRM and ERP business applications
*Microsoft Power Platform (Model Driven Apps, Canvas Apps, Power Automate) with Dataverse and/or similar suite of low-code tools to create intelligent apps and agents for business processes
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.
