4 days ago
Sydney, Australia or Melbourne, AustraliaSenior
Responsibilities
- Lead customer experience transformation engagements across CCaaS, CRM, customer service, digital channels, automation, and AI.
- Translate customer priorities into secure, scalable end-to-end solution architectures.
- Lead technical discovery, architecture workshops, demonstrations, proofs of concept, and complex solution engagements.
- Design modern contact centre experiences across voice, chat, messaging, self-service, and agent-assisted channels.
- Use Power Apps, Power Automate, Copilot Studio, and Dataverse to extend CRM and service solutions, automate processes, and prototype experiences.
- Design AI-powered agents for customer self-service, employee assistance, knowledge discovery, and automated actions across enterprise systems.
- Provide technical leadership across integration, APIs, data, security, governance, identity, and enterprise architecture.
- Partner with sales, engineering, delivery teams, partners, and customer teams throughout the sales cycle.
- Present solution value and technical capabilities to executives, customer experience leaders, architects, developers, and technical teams.
- Mentor other Solution Engineers and share technical expertise and best practices.
Requirements
- Experience designing, delivering, or advising on customer experience solutions across CRM, customer service, contact centre, and CCaaS environments.
- Understanding of voice, digital channels, self-service, routing, agent experiences, and workforce productivity in modern contact centres.
- Experience designing enterprise CRM and customer service solutions involving case management, customer data, workflow, and business-system integration.
- Hands-on experience with Microsoft Power Platform, including Power Apps, Power Automate, Copilot Studio, and Dataverse, or equivalent low-code and automation platforms.
- Experience with AI, conversational AI, virtual agents, or generative AI in customer service and contact centre scenarios.
- Solution architecture experience across APIs, integration, data, security, identity, governance, and enterprise cloud environments.
- Demonstrated experience leading customer discovery, technical workshops, demonstrations, proofs of concept, and complex solution engagements.
- Experience presenting to executives, business leaders, architects, developers, and technical teams.
- Experience with Microsoft Dynamics 365, Azure, telecommunications, or enterprise development technologies is highly desirable.
Benefits
- The position is based around engaging with organisations in Australia; no specific remote, hybrid, or office arrangement is stated.
- Applications are accepted on an ongoing basis until the position is filled, with the position open for a minimum of five days.
Tech Stack
Categories
Solutions Engineering
About Microsoft
Microsoft develops operating systems, productivity software, cloud services, developer tools, and consumer devices for individuals, enterprises, and governments. Its main products include Windows, Microsoft 365, Azure, Visual Studio/GitHub, Xbox, and LinkedIn; revenue comes from software subscriptions and licenses, cloud consumption, hardware sales, and advertising. Founded in 1975 and headquartered in Redmond, Washington, Microsoft is a public company traded on Nasdaq.