Senior Solution Engineer, Dynamics 365 Contact Center (CCaaS)

Overview

We are transforming AI Business Solutions that are focused on enabling customers to digitally transform their businesses-to unlock new sources of revenue, elevate customer engagement, and drive operational excellence through profitability and innovation.

Join us! We are hiring a Senior Solution Engineer for Dynamics 365 Contact Center (CCaaS) to be strategically positioned within the Sales Excellence and Operations team, to support our Majors Growth segment of customer accounts. You will play a pivotal part in crafting transformative solutions that align with business objectives and capitalize on Microsoft's industry-leading platforms.

As a member of the AI Business Process group, you will be part of an internal V-team working with customers to deliver value-based solution demonstrations. This opportunity requires you to distill complex technical concepts into compelling business narratives tailored to executive audiences. It is critical to leverage your storytelling skills to gain trust with customer stakeholders.

In this role you will be the Senior Solution Engineer (pre-sales consultant) for your assigned workload and a member of the sales team that consists of Solution Specialist, Customer Service, and Account Executives. You will advance pipeline by assisting the Solution Specialist in qualifying the deal, developing the strategy and inspiring the CxO/Business Decision Maker/Technical Decision Maker. You are responsible for designing the solution and delivering an industry-aligned demonstration to the customer. You will engage partners for co-sell and implementation considerations, engineering to assist with emerging technologies and Customer Success Unit for deal support. The demo will focus on solving the technical proof requirements while highlighting our business value and competitive differentiators and should result in securing the customer's solution design endorsement. Once the solution design is secured, you will support the Solution Specialist in finalizing the customer proposal and assisting with licensing as needed.

You will develop relationships with our customers and position yourself as a trusted advisor in your domain. As a recognized product expert, you are responsible for sharing your technical, industry knowledge and best practices with your peers. This role is flexible in that you can work 100% from home.

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.

Responsibilities

• Advance qualified pipeline revenue by demonstrating solution capabilities, addressing technical proof requirements, and securing the customer's solution design endorsement.
• Engage with the account team to land solution envisioning sessions and business value assessments.
• Proactively deliver compelling customer centric solution demonstrations based on technical workload expertise while building Business Decision Maker/CxO/Technical Decision Maker connections.
• Address solution architecture considerations and competitive objection handling.
• Assist in formalizing the customer proposal.
• Collaborate with Partners and Customer Success to align on agreed upon deployment plan and Key Performance Indicators.
• Lead discovery sessions in each opportunity, yielding output of customer-agreed business challenges and win themes prioritized with business value.
• Other
  
  • Embody our culture and values

Qualifications

Required Qualifications

• 5+ years technical pre-sales or technical consulting experience
  • OR Bachelor's Degree in Computer Science, Information Technology, or related field AND 4+ years technical pre-sales or technical consulting experience
  • OR Master's Degree in Computer Science, Information Technology, or related field AND 3+ years technical pre-sales or technical consulting experience
  • OR equivalent experience

Other Requirements

• This position is not eligible for have authorization to work in the United States that does not now or in the future require employer sponsorship.

Preferred Qualifications

• Demonstrated background and experience in Contact Center as a Service (CCaaS) solutions, including complex, enterprise grade contact center challenges across voice, IVR & digital channels; routing & telephony technologies, workforce engagement, and AI-driven automation.
• Solid understanding and experience in Customer Service workload modernization capabilities, including specific knowledge of Agent Desktop, analytics, field service, and experience with D365 Customer Service preferred
• Hands-on proficiency with modern AI-powered contact center platforms, including ability to design and implement agent-assist, self-service bots, case management flows, and customer journey demos using Copilot Studio and Dynamics 365 (or similar competitive platforms).
• Ability to quantify and articulate Business Value for CCaaS transformations, including skilled at building ROI models, identifying key KPIs and articulating their value, and producing executive-ready business assessments that drive customer decision-making activities.
• Demonstrated knowledge of competitive landscape, including understanding strengths and differences between Microsoft CCaaS / CRM solutions and competing products and experience with Field Service solution.

Solution Engineering IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 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 $137,600 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
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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.