Microsoft
The Business Applications Platform team within Microsoft develops the Dynamics and Power Platform family of products. This includes Dynamics 365 portfolio of services (CRM, ERP, etc.), as well as the low codeno code products that compose Microsoft’s Power Platform: PowerApps, Power Automate, Power Pages and Power Virtual Agent. The D365 Advanced Cloud Engineering (ACE) team within BAP Operations provides relationship management and product engineering support to top strategic U.S. Government customers (Fed/Civ, DoD, IC, DIB, SLG), improve customer loyalty and retention/adoption, through deep understanding of their technical solution, business needs and goals. The ACE team works closely with Microsoft’s top customers to ensure great experiences, especially when customers are facing issues using BAP’s cloud services or when those services don’t perform/work as intended. ACEs build a deep and enduring relationship with a select group of customer and partner closely with Field/Account Teams, Fast Track and Customer Support to facilitate solutions, represent the customer voice inside Microsoft and collaborate towards solving complex issues while driving impactful changes to product features and roadmap prioritization.
The D365 ACE Team is fundamentally changing the definition of world-class support to Microsoft’s top Dynamics and Power Platform customers in the US Government. We are looking for a customer-obsessed Dynamics 365 ACE to help us reinvent customer support experience and drive the next leap in innovation, adoption and usage of BAP’s cloud services with government customers.
Responsibilities
Manage and directly support our top Dynamics Government Cloud Customers and facilitate solving critical and complex technical issues as part of a 24x7x365 global support delivery team.
Take your deep technical and product expertise and combine it with your understanding of our customers’ needs to solve their complex business challenges and enable great Customer Experience.
Work with engineering teams to not only support, but deliver solutions and new capabilities for our customers’ most critical deployments. Relentlessly champion and advocate for our customers, in representing their issues to engineering teams and be a change agent to develop innovative ways to address their issues.
Ability to quickly identify customer sentiment and priorities and work with internal teams to meet those expectations.
Partner with front line support agents and engineering teams to quickly identify customer issues and deliver fast solutions.
Influence product design and feature changes, as a customer advocate within Product Engineering.
Own and drive the support relationship with a set of strategic US Government customers, creating extraordinary experiences, driving increased adoption and customer satisfaction.
Participate in recruiting and ramping up a US-based ACE team, tailored towards our top US Government customers.
Coach/mentor new hires. Develop and present training. Help establish a real-time readiness model for the team by constantly updating training & readiness content as the cloud technology evolves.
Work with leadership on process improvement and strategic initiatives. Own, manage and drive program initiatives.
This role requires shift work: Ability to work shifts, including shift assignments during non-standard business hours that may include evening, nighttime, weekends, and/or holidays.
Qualifications
Required Qualifications:
Bachelor’s Degree in Engineering, Computer Science, or related field AND 4+ years experience in software industry experience related to technology OR equivalent experience.
5+ years in a Technical and/or Customer-facing position.
Demonstrated experience in managing customers, their expectations and driving initiatives across one or more internal programs.
Understanding of cloud computing technologies (Azure, M365, Power Platform and/or D365).
Passion for customers and focus on delivering the right customer experience, with exposure to customer-side troubleshooting.
Ability to learn new technologies in a fast-paced environment.
Preferred Qualifications:
Bachelor’s Degree in Engineering, Computer Science, or related field AND 8+ years software industry experience related to technology OR Master’s Degree in Engineering, or related field AND 6+ years software industry experience related to technology OR equivalent experience.
2+ years customer facing experience.
Understanding and demonstrated hands-on experience with Power Platform services (Power Automate, Power Apps, Power Pages, Power Virtual Agent) and/or Dynamics 365 Customer Engagement (CE) Apps.
Desired B.S./B.A. Degree in Computer Science, Math, Engineering, or related field.
Background Check Requirements:
The ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security:
Microsoft Cloud Background Check: This position requires passing the Microsoft Cloud background check, upon hire/transfer and every two years thereafter.
Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
Security Clearance: This position requires federal government security clearances. Candidates must have an active US Government Top Secret security clearance and be willing to upgrade to TS/SCI (with polygraph) based on a Single Scope Background Investigation (SSBI) or have an active TS/SCI (with polygraph). This role requires candidates to obtain and/or maintain the TS/SCI (with polygraph) clearance. You will be asked to provide clearance verification information prior to an offer of employment. Failure to maintain or obtain the appropriate U.S. Government clearance requirements may result in employment action, up to and including termination.
Criminal Justice Information Services: This position requires passing a background check conducted through the CJIS criminal justice information system by authorized local, state, and/or federal agencies and across multiple states. This role requires candidates to maintain CJIS screening eligibility. Failure to maintain or obtain customer screening requirements may result in employment action, up to and including termination.
DoD IT2 adjudication: This position requires passing a detailed background and criminal history investigation and adjudication by a U.S. Federal government agency and coordinated by the Microsoft Security office. This adjudication is part of an Office of Personnel Management (OPM) level 3 background check.
Customer Experience Engineering IC4 – The typical base pay range for this role across the U.S. is USD $112,000 – $218,400 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 $145,800 – $238,600 per year.
Microsoft has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets (see below). The range above reflects the potential base pay across the U.S. for this role (except as noted below); the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time.
At Microsoft certain roles are eligible for additional rewards, including merit increases, annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. Benefits/perks listed here may vary depending on the nature of employment with Microsoft and the country work location. U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive up to 10 paid holidays, accrue up to 15 paid vacation days, and receive up to 80 hours paid sick time (front-loaded) per calendar year.
Our Commitment to Pay Equity
We are committed to the principle of pay equity – paying employees equitably for substantially similar work. To learn more about pay equity and our other commitments to increase representation and strengthen our culture of inclusion, check out our annual Diversity & Inclusion Report. ( https://www.microsoft.com/en-us/diversity/inside-microsoft/annual-report )
Understanding Roles at Microsoft
The top of this page displays the role for which the base pay ranges apply – Customer Experience Engineering IC4.
The way we define roles includes two things: discipline (the type of work) and career stage (scope and complexity). The career stage has two parts – the first identifies whether the role is a manager (M), an individual contributor (IC), an admin-technician-retail (ATR) job, or an intern. The second part identifies the relative seniority of the role – a higher number (or later letter alphabetically in the case of ATR) indicates greater scope and complexity.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.