Customer Experience Engineering
2 months ago
Overview
Microsoft is a company where passionate innovators come to collaborate, envision what can be and take their careers to levels they cannot achieve anywhere else. This is a world of more possibilities, more innovation, more openness, and the sky is the limit of thinking of a cloud-enabled world.
The Dynamics 365 engineering team is growing the ACE program to keep up with the demand of our growing service. The program aims to support our customers in their implementation journey moving to Dynamics 365 cloud and we will help drive delivery of the full value of their investment. Our focus is to help our customers achieve the business goals and end-user adoption that they envisioned during purchase.
In the Business Applications Platform (BAP) – ACE Team, we are a new, fast-growing engineering team of customer-obsessed individuals seeking engineers that enjoy solving complex problems and working with customers to improve the Dynamics customer experience.
We are fundamentally changing how we deliver world-class support to our top Dynamics 365 customers and building a new global support and operations team to do it. We are looking for a customer-obsessed Advanced Cloud Engineers (ACE) to help us reinvent customer support for our largest customers.
We are looking for a Program Manager with technical expertise and experience in the successful delivery of services in complex and challenging environments.
We are looking for a Program manager with deep technical expertise and experience in the successful delivery of services in complex and challenging environments.
What do we offer:
An environment that fosters continuous learning of new skills and technologies. Be part of one of the fastest-growing businesses as we continue to release new capabilities for Dynamics 365. Opportunity to work alongside the engineering team responsible for the design, development and release of Dynamics 365. Opportunity to help shape the future product direction Surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success
Qualifications
Deep understanding and demonstrated hands-on experience of implementation, troubleshooting and supporting one or more of the Dynamics 365 products (Finance/SCM/Commers/Platform) is a must – Dynamics Finance & operations (D365 F&O). Passion for customers and focus on delivering the right customer experience. The understanding of cloud computing technologies is highly desired - Azure Core Platform; Data Platform: SQL, Azure DB; Application development experience; Power BI, PowerApps Ability to learn new technology in a fast-paced environment. Desired B.S./B.A. Degree in Computer Science, Engineering or Equivalent Experience. 7+ years in a technical position with exposure to customer side troubleshootingOther Requirements
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 screenings: Microsoft Cloud Background Check:
This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.Preferred/Additional Qualifications (Optional, at HM discretion)
Experience implementing (functional or technical) and supporting Dynamics 365 or competitive solutions. Technical proficiency in adjacent technologies including one or more of the following: Office 365, Power BI, PowerApps, Microsoft Azure, Azure Logic Apps, Flow, SQL, SSRS, AAD, etc. (certifications a plus). Demonstrated skills and abilities to consistently create an engaging experience for our customers and Partners. Program or Engineering management experience implementing cloud technologies. Travel: Occasional travel is expected in this role.
Responsibilities
Collaborates with appropriate customer stakeholders & directly manage the long-term support relationship with Dynamics 365 customers Take your deep technical and Dynamics 365 product expertise and combine it with your understanding of our customer’s needs to solve their complex business challenges and resolve critical and complex technical issues in a 24x7x365 global support delivery team. Relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues. Being encouraged by the team around you to go above and beyond to delight the customer. Work on critical, highly complex customer scenarios that span across multiple services and also be able to quickly identify customer issues and conduct in-depth diagnostics Proactively seeks new knowledge and adapts to new trends, technical solutions, and patterns that will improve the availability, reliability, efficiency, observability, and performance of products while also driving consistency in monitoring and operations at scale. As a member of the product engineering team you will use your engineering skills to improve our products and services, based on customer feedback and insights gained while supporting them. Apply an engineering mindset to eliminate top issues impacting customer experience across large and strategic sets of customers. Work with engineering teams to not only reactively support but deliver solutions and new capabilities for our customers most mission critical deployments. Acts as a Designated Responsible Individual (DRI) as part of on-call and work along with other engineers by developing and following the playbook, working on call to monitor system/product/service for degradation, downtime, or interruptions, alerting stakeholders about status and initiates actions to restore system/product/service for simple and complex problems when appropriate. Drives efforts to ensure the correct processes are followed to achieve a high degree of security, privacy, safety, and accessibility. Participate in recruiting and ramping up a global support team for our top customers and involve in coach/mentor new hires. Contribute to forums and develop self-help documentation and quick "How To" videos. Develop and present training and Help establish a real-time readiness model for the team by constantly updating training & readiness content as cloud technology evolves. Act as a technical escalation point within the team Work with leadership on process improvement and strategic initiatives.Key business metrics:
Drive customer success and adoption Reduce time and cost to onboard Provide high quality data to help drive service improvement Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect-
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