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Microsoft · 3 days ago

Senior Solution Engineer, Dynamics 365 Contact Center (CCaaS)

United States

Full-time

Remote

Mid, Senior Level

$106K/yr - $204K/yr

5+ years exp

Microsoft is transforming AI Business Solutions aimed at helping customers digitally transform their businesses. They are hiring a Senior Solution Engineer for Dynamics 365 Contact Center (CCaaS) to support the Sales Excellence and Operations team by crafting transformative solutions and engaging with customers to deliver compelling demonstrations.

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

Growth Opportunities

No H1B

Responsibilities

Advance qualified pipeline revenue by demonstrating solution capabilities, addressing technical proof requirements, and securing the customer’s solution design endorsement

Engage with the account team to land solution envisioning sessions and business value assessments

Proactively deliver compelling customer centric solution demonstrations based on technical workload expertise while building Business Decision Maker/CxO/Technical Decision Maker connections

Address solution architecture considerations and competitive objection handling

Assist in formalizing the customer proposal

Collaborate with Partners and Customer Success to align on agreed upon deployment plan and Key Performance Indicators

Lead discovery sessions in each opportunity, yielding output of customer-agreed business challenges and win themes prioritized with business value

Qualification

Technical pre-sales experienceCCaaS solutions expertiseAI-powered contact center platformsBusiness Value quantificationCustomer Service workload modernizationCompetitive landscape knowledgeCommunication skillsStorytelling skillsRelationship building

Required

5+ years technical pre-sales or technical consulting experience

OR Bachelor's Degree in Computer Science, Information Technology, or related field AND 4+ years technical pre-sales or technical consulting experience

OR Master's Degree in Computer Science, Information Technology, or related field AND 3+ years technical pre-sales or technical consulting experience

OR equivalent experience

This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship

Preferred

Demonstrated background and experience in Contact Center as a Service (CCaaS) solutions, including complex, enterprise grade contact center challenges across voice, IVR & digital channels; routing & telephony technologies, workforce engagement, and AI‑driven automation

Solid understanding and experience in Customer Service workload modernization capabilities, including specific knowledge of Agent Desktop, analytics, field service, and experience with D365 Customer Service preferred

Hands‑on proficiency with modern AI‑powered contact center platforms, including ability to design and implement agent‑assist, self‑service bots, case management flows, and customer journey demos using Copilot Studio and Dynamics 365 (or similar competitive platforms)

Ability to quantify and articulate Business Value for CCaaS transformations, including skilled at building ROI models, identifying key KPIs and articulating their value, and producing executive‑ready business assessments that drive customer decision‑making activities

Demonstrated knowledge of competitive landscape, including understanding strengths and differences between Microsoft CCaaS / CRM solutions and competing products and experience with Field Service solution