Cloud Solution Architect

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 seeking a Cloud Solution Architect - Contact Center as a Service (CCaaS) as an innovative Customer Success Professional to join our Contact Center AI (CCAI) Customer Success team. In this role, you will work with Microsoft Strategic customers to ensure their success and satisfaction with Microsoft's CCAI solutions. You will monitor key metrics, drive adoption, and act as the voice of your customers internally at Nuance + Microsoft. This position is instrumental for the future success of the Microsoft AI Business Soultions, Contact Center AI division.

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

• Monitor key metrics and proactively drive activities to ensure customer satisfaction and revenue achievement
• Work with customers to continually drive adoption of Microsoft CCAI solutions
• Act as the voice of your customers internally at Nuance + Microsoft
• Manage numerous customers at various stages of the customer lifecycle
• Understand customer experience journeys and help customers maximize their business objectives and value through Nuance + Microsoft services
• Develop and maintain long-term relationships with stakeholders in your