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Microsoft · 2 days ago

Cloud Solution Architect - Cross Solutions

United States, Multiple Locations, Multiple Locations

Full-time

Hybrid

Mid, Senior Level

$106K/yr - $204K/yr

4+ years exp

Microsoft is a global leader in technology and innovation, dedicated to empowering every person and organization on the planet. The Cloud Solution Architect (CSA) for Cross Solutions will support customers through their end-to-end solution journey, leveraging deep technical expertise to guide solution envisioning, design, and deployment.

Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware

Growth Opportunities

No H1B

Responsibilities

Act as the technical service leader and technical owner across the entire lifecycle of Success Program services focused on Microsoft unified foundation which is focused on supporting Microsoft’s Customer Success Account Managers (CSAMs) as well as Microsoft customer with their onboarding support. This includes aligning service architecture and design with business priorities and requirements, orchestrating build and deployment, managing updates, and supporting change adoption

Demonstrate thought leadership and subject matter expertise across integrated service components, developing IP and delivery guides, influencing design and delivery quality, and enabling others through strategic guidance

Drive positive Customer Satisfaction and become a trusted advisor, providing feedback & insights from customers/partners as you develop and expand impactful relationships with key stakeholders (CSAM strategy teams, Engineering, product group, etc.)

Provide direction to TDMs and build the bridge between TDMs and Business Decision Makers (BDMs)

Develop opportunities to drive Customer Success business results and help Customers get value from their Microsoft investments

Support team awarness and skilling based on area demands & Customer Success goals, share expertise in relevant communities, contribute to IP creation & reuse, and connect gaps and patterns across business and technology areas

Partner with other CSAs, CSAMs, and Product Groups to drive unified delivery and technical excellence

Qualification

Cloud TechnologiesService ArchitectureTechnical CertificationCustomer-Facing ExperienceData & ReportingAutomation & Low-CodeVendor CollaborationDocumentation SkillsUX AwarenessMicrosoft Ecosystem KnowledgeChange Management CertificationsLanguage SkillsMethods & CertificationsCommunication SkillsAttention to Detail

Required

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

Microsoft is unable to sponsor a work visa for this role due to the nature of the role's job duties

Preferred

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)

Customer-Facing Experience — ideally as a CSAM, or alternatively as a CSA or equivalent customer‑engagement role

Service Architecture & Business Process Design Experience

Demonstrated experience in: Service Architecture & Business Process Design, Requirements decomposition, Process modeling, Technical Requirements Document (TRD) creation, Cross‑team orchestration (engineering, program, field, vendor partners), Release management (service readiness, validation, and landing)

Customer Focus - demonstrated commitment to customer satisfaction, responsiveness, and service excellence

Attention to Detail - proven ability to follow structured processes, meet deadlines, and deliver high‑quality outputs with minimal supervision

Vendor Collaboration - demonstrated experience partnering with vendor delivery teams, managing shared service expectations, ensuring quality, consistency, and smooth operational handoffs across globally distributed partners

Service Architecture & Business Process Design - experience leading service and process design sessions, including requirements decomposition, workflow/process modeling, and end‑to‑end service architecture

Proven ability to drive continuous improvement methods across complex service environments

Documentation & Technical Writing - strong process and end‑user documentation skills, including creation of service diagrams, process flows, and Technical Requirements Documents (TRDs). Ability to write clear, concise, technically accurate content for engineering, field teams, and delivery partners

UX / Service Experience Awareness - understanding of service‑level UX principles such as journey mapping, friction‑point identification, and usability analysis to improve the experience for CSAMs, engineering teams, vendor agents, and customers. (Note: This is not UI/visual design — aligned to service experience design.)

Communication Skills - excellent written and verbal communication skills, with the ability to clearly articulate business and technical requirements to leaders, engineering teams, field organizations, and vendor partners. Skilled at simplifying complex concepts, facilitating cross‑team discussions, and influencing alignment across diverse stakeholders

Microsoft Ecosystem Knowledge: Understanding of Microsoft's Customer Success roles, delivery models, and tooling (e.g., Service Hub / Engage Center, ESXP, CSU roles templates)

Technical Proficiency: Familiarity with Microsoft 365, Teams, Outlook, SharePoint, and service management tools (e.g., ServiceNow, Bookings)

Architecture and framework certifications (e.g., TOGAF 9/10; SAFe Architect)

Change/IT service management certifications (e.g., Prosci Certified Change Practitioner; ITIL 4 Foundation)

Language Skills: Proficiency in additional languages (e.g., Spanish, Portuguese, French, Japanese) is a plus for regional coverage

Automation & low‑code: hands‑on with Power Platform (Power Automate, Power Apps), Copilot Studio, and scripting (e.g., PowerShell/Python) to instrument integrations and operational tooling

Data & reporting - building operational dashboards in Power BI (DAX), defining and instrumenting success measures/KPIs (e.g., CSAT, adoption, throughput, quality), and using telemetry from SharePoint/ServiceNow or similar sources

Methods & certifications: Applied experience with Lean/Six Sigma, SAFe/Agile, ITIL, and change management (e.g., Prosci/ADKAR). Business analysis credentials (ECBA/CCBA/CBAP)