[Remote] Cloud Solution Architect - Contact Center as a Service (CCaaS)

Note:The job is a remote job and is open to candidates in USA. Microsoft is a leading technology company dedicated to empowering every person and organization on the planet. They are seeking a Cloud Solution Architect - Contact Center as a Service (CCaaS) to work with strategic customers, ensuring their success and satisfaction with Microsoft’s CCAI solutions while driving adoption and managing customer relationships. Responsibilities• Monitor key metrics and proactively drive activities to ensure customer satisfaction and revenue achievement• Work with customers to continually drive adoption of Microsoft CCAI solutions• Act as the voice of your customers internally at Nuance + Microsoft• Manage numerous customers at various stages of the customer lifecycle• Understand customer experience journeys and help customers maximize their business objectives and value through Nuance + Microsoft services• Develop and maintain long-term relationships with stakeholders in your account portfolio• Identify risks to the customer achieving their stated business goals and work to resolve• Partner with our Sales,Professional Services, Product Management, and Operations teams to build 'Truly Loyal' customer relationships• Deliver customers successfully into the contract renewal process• Nurture and protect relationships with existing clients and act as a client specialist to drive account and revenue growth• Meet annual revenue quota for assigned accounts• Provide forecasting guidance to finance, sales operations, business operations, and executive leadership• Partner with Account Executive (AE) to develop strategic account plans and execute strategic and tactical actions to support account growth and revenue expansion• Identify and drive additional opportunities resulting in new revenue expansion• Drive adoption and growth of CCAI products by partnering with our sales and professional services team• Lead internal account reviews with relevant internal executive leadership• Develop a trusted advisor relationship with customer executive sponsors and influencers• Develop an account 'Success Plan' that connects to key business outcomes and KPIs• Provide knowledge transfer to customers on best practices to deliver measurable ROI• Monitor and report on business objective achievements and performance KPIs• Continually work with the customer on strategy and improvement• Provide thought leadership within the account and partner with Account Executive to grow additional and new revenue streams within the account• Lead and support the Executive Business Reviews (EBR/QBR) program presentations, business metrics reporting, monitor process, and lead performance analytics as needed• Work closely with Nuance + Microsoft Sales, PS Technical & Network Services teams to jointly manage customer interactions/escalations• Partner with marketing & Sales on customer reference programSkills• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ 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.• Citizenship verification due to citizenship-based legal restrictions. • Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ 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 Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.• 4+ years experience working in a customer-facing role (e.g., internal and/or external). • 4+ years experience delivering business strategy or business outcomes deliverables. • Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications). • Professional experience in a SaaS, CCaaS, or Contact Center customer success or hosted sales account management role, Artificial Intelligence (AI) experience. • Digital and voice call center experience. • Experience with Microsoft Cloud technologies and solutions.• Experience working with Voice & Web, Digital, Messaging, Security, and Biometrics solutions and technologies. • Experience handling escalations at multiple levels of customer organization, including S-Suite and C-Suite Executives. • Previously managed client accounts with high revenue impact. • Experience managing complex cross-department projects. • Proven record of achieving and exceeding revenue quota. • Enterprise sales experience working with VP and C-Level Executives. • Track record of being a solution-oriented individual who has successfully developed and managed large enterprise customer relationships.• Enjoys working closely with customers to ensure complete satisfaction. • Ability to inspire, collaborate with, and influence across large, distributed teams with diverse skills. • Proven leadership experience with the ability to motivate and direct other team members. • Thrives in a team environment and knows how to effectively leverage resources in a matrix management environment. Company Overview• Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.It was founded in 1975, and is headquartered in Redmond, Washington, USA, with a workforce of 10001+ employees. Its website is Apply tot his job