Cloud Solution Architect - Microsoft 365 Apps for Enterprise (Office)

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.

We are looking for a highly motivated and skilled Cloud Solution Architect Microsoft 365 Apps for Enterprise (Office) for AI Business Solutions to join our Global Delivery Team within Global Customer Success. This pivotal role is customer-facing and encompasses a broad range of responsibilities, including the design, build, and maintenance of Microsoft applications, with a key emphasis on problem-solving to overcome technical barriers and drive customer adoption.

This role is flexible in that you can work up to 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:

Customer Centricity

Advocates for the customer/partner at all opportunities and shares customer success stories with the wider internal team.

• Develops and expands existing impactful relationships with customer and partner architects and technical specialists, technical decision makers (TDMs), and business stakeholders. Receives and synthesizes data about customer/partner business and technical requirements, addresses them with technical architecture(s), and demonstrates and proves those solutions' capability and value through design collaboration sessions with the customer/partner. Contributes to and understands how work aligns with customer success plan and meets customer/partner needs by partnering with the appropriate internal teams and resources to deliver customer outcomes.

• Assesses and transfers knowledge to close customer skill gaps. Guides other team members to focus on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience. Supports definition of customer/partner conditions of success. Anticipates customer/partner dissatisfaction and unmet needs and executes strategies to improve experience, value realization, and acceleration of customer transformation.

• Actively listens and respectfully challenges customers/partners as appropriate , presents insights and alternatives, and takes action appropriately.

Business Impact

• Leverage standard tools to ensure accurate opportunity and milestone execution and pipeline hygiene.

• Drives customer/partner relationships to anticipate , identify , escalate, and work to resolve technical blockers to accelerate consumption and solution implementations (e.g., by application of technical capabilities).

• Routes non-technical issues for removal by the appropriate party . Applies broad business and technical knowledge across various architecture or other Microsoft solutions to meet business and information technology (IT) requirements and resolve identified technical constraints. Shapes and enhances customers' requirements.

• Proactively uses knowledge of the products, services, and value propositions of Microsoft and its competitors in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs. Contributes to increase in consumption and aligns with Customer Success Account Management or other Account Team members on customer/partner priorities to drive growth in consumption via cost optimization, operational excellence performance efficiency, and security. Drives architecture design, resiliency reviews, and technical optimization that result in production deployment application and increase customer/partner usage and consumption. Supports the customer/partner throughout implementation to achieve value outcomes and Microsoft's Customer Promise.

Technical

• Proactively develops technical and professional learning and development plan in alignment with and support from their manager.

• Acts as a mentor and role model to less experienced colleagues to educate them on technical and non-technical concepts. Participates in development opportunities (e.g., Tech Ready, Build, Ignite).

• Generates new ideas for changes and improvements to existing intellectual property (IP), technologies, and processes for designated customers/partners. Drives opportunities for IP reuse, best practice sharing, and consumption acceleration. Proactively identifies gaps through delivery and communicating those gaps to others (e.g., Leadership, managed intellectual property [MIP], Design, and Governance). Applies subject matter expertise to develop new IP that fills identified gaps

As a n Office Apps SME, you are responsible for providing support as well as end-to-end guidance and troubleshooting of Microsoft Office .

This includes providing customer technical readiness, delivery support services, on premise and remote technical support, solution development, account management; technical requirements gathering; broad evangelism through events (presentation skills) or related.

Core Skills Office Apps Include:

• Experience in Office configuration, deployment, and management

• Experience with features and troubleshooting Office client applications such as Classic Outlook, New Outlook, Word, Excel, and PowerPoint, in a support or consulting role

• Experience with Office deployment and management using MECM, Intune, and Cloud Updates

• Experience with Office deployment on MacOS using AppStore or MDM

• Experience with Office for Web
  
  Experience with Office for Mobile including Outlook for Mobile

• Experience with the Office Apps Admin Center

• Experience with Group Policy Management, Intune Policy Management, and Cloud Policy Management as it pertains to Office
  
  Experience with Integrated Apps / Centralized Deployment

• Advanced level administration and troubleshooting of the Office Apps suite including familiarity of tools such as ProcMon , Process Explorer, Fiddler, NetMon , and SaRA

• Experience with other Microsoft 365 products/services such as Exchange, SharePoint Online, OneDrive, Teams, Forms, Planner, Loop, Bookings , Places is a plus

• Experience with Microsoft Purview Information Protection , specifically around Sensitivity Labels is a plus

• Experience with Microsoft Entra ID

• Experience with Windows Client and Windows Server operating systems

Other:

• Understanding of networking concepts and protocols for enterprise networks including VPN and split tunneling

• Understanding of ITIL/Service Management, Agile, PROSCI, Six Sigma or other project management experience

• Risk analysis and remediation planning using CVE ratings

• Ability to work independently in a fast-paced environment

• Strong skills in handling and articulating customer critical issues in high-stress situations

• Awareness of corporate environments and their business requirements
• Ability to apply knowledge to improve Microsoft products and the customer experience

Embody our culture and values.

Qualifications:

Required/minimum qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ 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.

Other requirements

• This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport .

Additional or preferred qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ 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 Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
• 4+ years experience working in a customer-facing role (e.g., internal and/or external).
• 4+ years experience working on technical projects.
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).

Cloud Solution Architecture 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: ;br>
Microsoft will accept applications for the role until July 21, 2025.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.