Overview

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 Global Solution Architect (CSA), specializing in Copilot, who is passionate about driving our customers’ AI transformation on the Microsoft platform. This role will be part of the Customer Success AI Business Solutions team and is designed to strategically engage in the execution of consumption within key accounts. This role will coach and collaborate with field roles and partners, executing programmatic actions that drive the consumption and AI transformation. This role will document and share best practices, ensure progress towards value realization goals, provide feedback to the Product Group, and facilitate knowledge transfer to field Customer Success Unit (CSU) teams. Additionally, the role involves partnering with field teams to identify key barriers to scaled success and driving resolution with engineering, product marketing, and sales teams.

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

• Architect and develop advanced cloud and AI solutions using Microsoft technologies, providing hands-on coding and technical leadership.
• Engage with customers and partners as a trusted technical advisor, driving adoption, solution excellence, and customer satisfaction through expertise in AI, Graph API, and Copilot for M365.
• Experiment, test, and validate early-stage solutions to capture breakthrough use cases and establish ROI methodologies.
• Document and share technical best practices and lessons learned with global teams, enabling knowledge transfer and scaled success.
• Coach and enable field roles and partners on advanced technical topics, fostering technical growth and solution activation.
• Identify and resolve technical blockers by collaborating across engineering, product, and sales teams, ensuring projects reach go-live and deliver maximum customer value.
• Accelerate value realization by engaging decision makers to promote adoption and usage of Copilot for M365 and other emerging Microsoft solutions, building customer-specific roadmaps for growth and renewal.
• Lead architecture sessions and share best practices to grow usage and business results, addressing stakeholder questions and activating solutions within customer environments.
• Continuously learn and contribute to technical communities, sharing expertise, contributing to intellectual property, and learning from others to accelerate customer transformation.
  
  

Qualifications

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or a related field.
• Proven experience in cloud/infrastructure technologies, IT consulting/support, software development/support, technology solutions, practice development, or software architecture.
• Technical certification in cloud platforms (e.g., Azure, AWS, Google Cloud, or security certifications).
• Hands-on experience with AI solutions, including M365 Copilot and Agents, Microsoft 365 Copilot extensibility, including building agents, plugins, and connectors using Visual Studio, Teams Toolkit, and Copilot Studio.
• Advanced proficiency in professional coding languages (e.g., C#, TypeScript, Python, JavaScript) for building, customizing, and extending Copilot and Agents solutions.
• Deep understanding of Microsoft 365, Teams, and Copilot architecture, including REST APIs, OAuth, Adaptive Cards, and integration patterns for enterprise scenarios.
• Ability to design and implement declarative agents that automate business processes, optimize collaboration, and deliver tailored AI-powered experiences for users.
• Experience with Copilot Studio and Power Platform for creating custom agents, managing topics, trigger phrases, and generative AI instructions.
• Experience with Copilot Studio and Azure AI-based solutions, with a strong background in deploying, securing, and scaling AI solutions in enterprise environments.
• Demonstrated ability to extend Copilot with pro code tools (Visual Studio Code, Teams Toolkit) and declarative agents, leveraging advanced coding and solution architecture skills.
• Mandatory proficiency in English (read/write)
  
  

Preferred Qualifications

• Master’s degree in Computer Science, Information Technology, Engineering, Business, or a related field is preferred.
  
  

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.