Principal Global Solution Architect - AI Transformation

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.
In this role, you will lead AI Transformation by example-helping transform the Unified Value Based Delivery (VBD) portfolio into agent-assisted delivery models that improve scalability, quality, and consistency, driving superior outcomes for our customers. As a Global Solution Architect (GSA) - AI Transformation, you'll operate at the intersection of customer delivery, engineering, and internal IP, designing and building secure, scalable agentic solutions that CSAs worldwide can use to deliver repeatable impact across core VBD focus areas.

A hallmark of this position is balancing creation and validation. You will spend the majority of your time (approximately 80%) designing, building, and operationalizing agentic capabilities that modernize VBD delivery. The remaining time (approximately 20%) will be dedicated to incubation with customers-testing concepts in real engagements, capturing learnings, and refining solutions and delivery patterns to accelerate scale across the organization.

We are looking for a Principal GSA - AI Transformation who is passionate about AI Transformation and modernizing delivery through agentic solutions on the Microsoft platform. This role will partner closely with IP Leads to assess and redesign the Unified VBD portfolio-reimagining how titles are delivered through innovative agent support-and will collaborate with field teams and partners to enable scaled adoption. You will document and share best practices, ensure progress toward value realization goals, provide actionable feedback to product and engineering stakeholders, and facilitate knowledge transfer to field Customer Success Unit (CSU) teams.

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.

• Lead AI Transformation through agent-assisted delivery by designing and building agentic capabilities that transform the Unified VBD portfolio into scalable delivery models with improved quality, consistency, and customer outcomes.
• Design and build the future of VBD deliveries in close collaboration with IP Leads-assessing existing titles, identifying automation opportunities, and redesigning delivery journeys with innovative agentic support.
• Engage with customers and partners as a trusted technical advisor, driving adoption, solution excellence, and customer satisfaction through expertise in AI, Graph API, and Copilot for M365.
• Experiment, test, and validate early-stage solutions to capture breakthrough use cases and establish ROI methodologies.
• Document, standardize, and share delivery patterns (reference architectures, prompts/instructions, guardrails, and playbooks) to enable CSAs worldwide to execute consistently across the VBD portfolio.
• Coach and enable field roles and partners on agentic delivery models, secure implementation practices, and hands-on technical execution so solutions are adopted and sustained at scale.
• Identify and resolve blockers to scale by partnering across engineering, product, security, and sales to unblock governance, integration, and platform constraints so agentic solutions can reach broad adoption and repeatable go-live.
• Drive value realization and measurement by defining success metrics for agent-assisted delivery (time-to-value, quality, reuse, customer outcomes), tracking adoption, and iterating on solutions and playbooks based on data and feedback.
• Architect end-to-end solutions across core GSA/VBD focus areas, ensuring agentic capabilities are secure and scalable by design and align with Microsoft standards for identity, data access, compliance, and operational readiness.
• Accelerate value realization by engaging decision makers to promote adoption and usage of Copilot for M365 and other emerging Microsoft solutions, building customer-specific roadmaps for growth and renewal.
• Lead architecture sessions and share best practices to grow usage and business results, addressing stakeholder questions and activating solutions within customer environments.
• Continuously learn and contribute by sharing expertise, contributing to internal IP for agent-assisted delivery, and partnering across communities to accelerate AI Transformation outcomes for customers and CSA teams.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 7+ 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.

Other Qualifications

• This role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations. As a condition of employment, the successful candidate will be required to provide either proof of their country of citizenship or proof of their U.S.
  permanent residency or other protected status (e.g., under 8 U.S.C. 1324b(a)(3)) for assessment of eligibility to access the export controlled information. To meet this legal requirement, and as acondition of employment, the successful candidate's citizenship will be verified with a valid passport. Lawful permanent residents, refugees, and asylees may verify status using other documents, where applicable.
• This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.
• Microsoft is unable to sponsor a work visa for this roledue to the nature of the role's job duties.

Preferred Qualifications

* 9+ years of experience in cloud/infrastructure technologies, IT consulting/support, software development/support, technology solutions, practice development, or software architecture.

* Technical certification in cloud platforms (e.g., Azure, AWS, Google Cloud, or security certifications).

* Hands-on experience building AI and agentic solutions, including Microsoft 365 Copilot and Agents/Copilot extensibility (e.g., agents, plugins, connectors) using tools such as Visual Studio/VS Code, Teams Toolkit, and Copilot Studio.

* Advanced proficiency in professional coding languages (e.g., C#, TypeScript, Python, JavaScript) for building, customizing, and extending AI/agentic solutions.

* Understanding of Microsoft 365, Teams, Microsoft Graph, and modern integration patterns for enterprise scenarios (e.g., REST APIs, OAuth, Adaptive Cards), including how to apply these patterns to agent-assisted delivery experiences.

* Ability to design and implement declarative and pro-code agents that automate delivery workflows, improve quality and consistency, and deliver tailored AI-powered experiences aligned with customer outcomes.

* Experience with Copilot Studio and the Power Platform for creating and managing custom agents (e.g., topics, triggers, generative instructions), and operationalizing them with appropriate lifecycle management.

* Experience with Azure AI-based solutions and deploying, securing, and scaling AI/agentic solutions in enterprise environments, including identity, data access, compliance, and governance considerations.

* Demonstrated ability to build reusable, scalable solution patterns and reference implementations (pro-code and declarative) that can be adopted broadly by CSA teams.

* Experience redesigning delivery models and/or technical content into scalable, repeatable playbooks, accelerators, or service offerings (agent-assisted delivery preferred).

* Security mindset with practical experience designing for governance, least privilege, data boundaries, and enterprise readiness from day one.

Cloud Solution Architecture IC5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $272,300 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.