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.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

As an AI Business Solutions Cloud Solution Architect (CSA) within CSA Global Delivery, you will lead the technical strategy and execution for AI-driven business transformation across our enterprise customers. Your primary mission is to accelerate customer success by enabling adoption of Microsoft AI Business Solutions, including Copilot, Workforce AI, and CCaaS, while ensuring secure, scalable, and value-driven deployments.

You will:

Own the technical relationship with customers and partners, guiding them through their Copilot and AI adoption journey.
Architect and deliver AI-powered solutions leveraging Microsoft 365 Copilot, Dynamics 365, Power Platform, and integrated AI services.
Drive usage excellence and business value realization, ensuring customers achieve measurable ROI from their AI investments.
Enable secure and responsible AI practices, aligning with Microsoft’s SAFE framework and compliance standards.
Collaborate across solution areas (Cloud & AI Platforms, Security) to deliver unified, end-to-end solutions that transform business processes and workforce productivity.
Contribute to IP development and skilling within CSA GD, sharing best practices and accelerating global delivery capabilities.

This role is fully on-site.

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.

Core Responsibilities
1. Drive AI Business Solutions Adoption
o Lead technical strategy and execution for Copilot, Workforce AI, and CCaaS deployments.
o Ensure wall-to-wall Copilot coverage across customer environments to maximize AI impact.
2. Accelerate Business Value
o Guide customers in realizing ROI from AI investments through business value conversations and usage excellence.
o Align solution delivery with customer success metrics and measurable outcomes.
3. Technical Leadership & Solution Architecture
o Design and implement AI-powered solutions leveraging Microsoft 365 Copilot, Dynamics 365, Power Platform, and integrated AI services.
o Provide deep technical expertise in Agentic AI and Copilot extensibility.
4. Adoption & Change Management
o Enable organizational readiness for AI transformation at scale.
o Partner with customer stakeholders to drive change management and user adoption.
5. Security & Responsible AI
o Apply Microsoft’s SAFE (Secure AI for Everyone) framework and compliance standards.
o Ensure governance and risk mitigation in AI deployments.
6. Collaboration & Knowledge Sharing
o Work closely with CSAMs, ATUs, and delivery partners to ensure unified execution.
o Contribute to IP development, skilling initiatives, and best practice sharing within CSA GD.
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