With over 45,000 employees and partners worldwide, the **Customer Experience & Success (CE&S)** organisation is on a mission to empower customers to accelerate business value through differentiated experiences that leverage Microsoft’s products and services—ignited by our people and culture. We drive cross-company alignment and execution, ensuring we consistently exceed customer expectations across every interaction, whether in-product, digital, or human-centred. In the Customer Success team, we are looking for individuals with a passion for delivering customer success. This **Cloud Solution Architect (CSA)** role is based in **Europe North** , a high-performing multi-geography area. You’ll be part of a dynamic team working across borders, engaging with customers and colleagues from diverse cultures. This environment offers rich opportunities to learn, grow, and make a meaningful impact through collaboration and innovation. As a CSA for **AI Business Processes** , you will help customers realise value from their investments in the **Microsoft technology stack** , including—but not limited to—the **Dynamics 365 Customer Engagement (CE) portfolio** and **Power Platform** . You will work closely with technical and business stakeholders to architect and deploy intelligent business solutions that are scalable, outcome-driven, and AI-ready. This is an experienced level role with strategic autonomy and executive visibility. You will engage directly with C-level stakeholders, influence multi-million-pound transformation programmes. This role offers flexibility, with the option to work up to 50% remotely. **Responsibilities** **Be a strategic trusted advisor driving AI-powered business value** Translate complex customer challenges into actionable, high-impact solutions aligned to measurable business outcomes. Champion AI transformation by connecting business needs with Microsoft’s Business Applications portfolio, ensuring a seamless and value-driven customer experience. **Lead customer success through architectural excellence** Own the end-to-end architecture across Dynamics 365, Power Platform, and Copilot Studio. Engage confidently with both business and technical decision-makers to shape solution intent, drive sustained usage, and secure long-term success and renewals. **Take ownership and drive impact** Operate with a sense of accountability—owning outcomes, resolving blockers, and proactively guiding customers through their transformation journey. **Drive growth and expansion** Partner with sales and technical teams to identify new opportunities, shape tailored solutions, and unlock additional business value. Use insights and data to inform strategy and prioritise high-ROI engagements. **Deliver with excellence and empathy** Ensure customer satisfaction through efficient delivery, change management, and adoption strategies. Design well-architected solutions that boost retention and growth while maintaining a human-centred approach. **Resolve blockers with urgency and clarity** Proactively identify and mitigate constraints to accelerate deployment and usage. Apply technical and business acumen to remove friction and enable progress. **Champion a growth mindset and continuous learning** Act as the voice of the customer—sharing insights, feedback, and success stories to inform internal strategy. Demonstrate a “learn-it-all” attitude through ongoing development in Dynamics 365, AI, business value realisation, and change management. **Qualifications** **Required Minimum Qualifications** + **Proven experience** in enterprise architecture and technical leadership roles. + Proven technical consulting experience. + Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or a related field OR equivalent experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting. **Additional or preferred qualifications** + Deep technical expertise in **Dynamics 365 CE** and **Power Platform** , including: Sales, Customer Service, Field Service, Contact Center, Customer Insights, Power Apps, Power Automate, and Copilot Studio. + Experience engaging with **C-level executives** and shaping digital transformation strategy. + Proven track record in driving **multi-million-pound transformation programmes** and delivering measurable business outcomes. + Previous experience in **customer-facing roles** and **technical project delivery** . + Technical certifications in **Dynamics 365** , **Power Platform** , or other relevant technologies are a strong advantage. Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .