As a Mission Critical CSA, you will play a pivotal role in enabling customer success by delivering resilient, secure, and scalable business critical AI solutions that accelerate business value. You will serve as a trusted technical advisor to our customers to guide them on the journey of optimizing their business-critical workloads for security, reliability, and cost-efficient, resilient operation. You will deliver real business value through unblocking the customer and enabling their operationa…
Required 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. Experience working with Dynamics 365 Customer Service (mandatory) and solid understanding of: case management, SLAs, queues, routing, knowledge management, service analytics, extensibility via Dataverse and Power Platform (optional) Experience working with Omnichannel / Contact Center, and understanding of: digital channels (chat, messaging, social), voice and telephony concepts (ACD, IVR, routing), customer journey orchestration across channels (optional) Experience working with CCaaS and understanding of: D365 Contact Center architecture, Nuance / Voice capabilities. Experience working with Copilot Studio: building and extending agents, knowledge grounding, governance, ALM, testing, performance monitoring. Understanding of Agent and AI solution architecture: multi-agent patterns, custom agents, orchestration and deterministic flows Knowledge around Azure and Power Platform integration: Power Automate (flows, triggers, actions), Azure AI / Cognitive Services, secure integration patterns Demonstrated ability to build trusted, longterm customer relationships through consistent and strategic engagement. Proven capability to manage and resolve critical technical issues in complex, highpressure support environments. Exceptional customer service skills, with strong verbal and written communication abilities. Experience delivering technical training or enablement to customers or peers is highly regarded. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. * Design, plan, and drive execution of proactive engagements for business critical workloads, with a focus on reliability, security, supportability, manageability, and observability, aligned to customer priorities and product roadmap. Combine data-driven insights, industry knowledge, and product expertise to help customers make strategic decisions around their business critical workloads. Partner closely with solution architects, customer success, support, engineering, and other stakeholders to provide a seamless, end to end customer experience. Drive accelerated incident resolution by maintaining visibility of critical incidents and ensuring effective root cause analysis and actionable recommendations. Support the onboarding and enablement of customer owned monitoring and observability solutions to improve operational insight and customer outcomes. Provide cross team leadership by clarifying roles, responsibilities, and escalation paths across account and support teams. Coordinate proactive monitoring and incident resolution activities to ensure continuity and alignment across workstreams. Maintain and contribute to up to date technical knowledge resources, sharing incident learnings and recommendations through clear, structured documentation.
Original Posting
This role is sourced from Microsoft. Apply on Microsoft careers page