Cloud Solution Architecture
San Jose, San José, Costa Rica
hace 2 días

Provides technical expertise through sales presentations, product demonstrations, installation and maintenance of company products.

Assists the sales staff in assessing potential application of company products to meet customer needs and preparing detailed product specifications for the development and implementation of customer applications / solutions.

May build a mini-application based on customer requirements to demonstrate feasibility of the application, often requiring rapid prototyping and / or product demo for client.

May provide software development and consultation to prospective users and / or product capability assessment and validation.

Ensures that the product application / solution is functioning according to specifications. May provide follow-up support to company sales staff and customer personnel by disseminating technical information on specific applications.

Customer Centricity

  • Customer Satisfaction : Drive positive Customer Satisfaction, and become a trusted advisor to customers and partners, by leveraging M365 Enterprise Services (Teams Phone, Rooms, Devices) expertise to enable defined Customer Success Plan outcomes.
  • You will actively listen and respectfully challenge to drive the best outcomes

  • Customer / Partner Insights : Provide feedback & insights from customers / partners back to the relevant MS teams including Product Groups, to enable continuous improvement.
  • Business Impact

  • Contributes to increase in consumption (through success engagements and / or support delivery) and aligns with Account Team members on customer priorities to drive growth in consumption.
  • Creates opportunities to expand or accelerate cloud consumption (including through cloud-related managed intellectual property MIP ) and leads these customer conversations.

    Coaches others on successful contributions to cloud consumption.

  • Proactively uses knowledge of the products, services, and value propositions of Microsoft and its competitors in customer / partner conversations to identify opportunities to renew / grow Microsoft contracts.
  • Embraces and creates opportunities for learning and readiness around the upsell processes. Builds and refines skills through initiatives sales immersion, customer-facing skills), as appropriate.

    Coaches others on upselling and tracking impact.

    Technical Leadership

  • Proactively identifies gaps through delivery and communicating those gaps to others Leadership, managed intellectual property MIP , Design, and Governance).
  • Leads creation of new intellectual property (IP) to fill these gaps. Guides team members in providing contracted initiative-taking services across solution areas.

    Contributes or leads a workstream to assess and modify existing IP or creates repeatable content where applicable as a subject matter expert.

    Provides feedback on MIP, reports IP gaps, and submits, develops, and delivers complex size, impact, customer environment) IP to consider for harvesting and curation.

    Ensures success through documentation, customer identification, etc.

  • Role models development of professional skills. Acts as a subject matter expert across communities to share technical and / or business insights.
  • Drives and engages others to adapt to changes aligned with solution areas / services priorities. Participates in communities speaking events, blogs, user groups) to demonstrate technical leadership on Microsoft technology.

    Identifies opportunities and proposes improvements for the solution area. Contributes to the roadmap for solution area and participates in solution area initiatives at the regional level virtual teams, support area / global readiness).

  • Learns modern technologies or services in areas like regional, cross-cloud, cross-technology, compete as advised by the solution area leadership team.
  • Acts as a role model for obtaining relevant accreditations and certification(s), in advance of deadlines. Influences community to drive technical readiness including initiative attainment technical skilling) that drives competitive advantage for Microsoft.

    Helps colleagues with their readiness. Drives a readiness culture and leads others to get skilled in modern technologies or services aligned to business objectives.

    Partners with Product Groups on technical improvements and enhancements to contribute software assets code, repositories, whitepaper updates, Facilitates technical discussions and enables operational health and cloud readiness.

    Assesses gaps in customers’ skills, transfers knowledge to customers, and delivers offers to close customer skill gaps. Collaborates with the Account Team to build a customer readiness / customer success plan.

  • Independently identifies and anticipates issues and advises customers / partners to operate and optimize performance in accordance with Microsoft best practices.
  • Identifies common themes across customers. Collaborates with customers / partners and internal stakeholders Account Team members, Product Groups) to define success and future course of action.

    Role models operational excellence through compliance to established processes and supporting organizational priorities through compliance expense policies, labor logging, data protection policies / standards, standards of business conduct, tools, and processes).

    Provides input / insights for improvement.


  • Embody our and values
  • Qualifications

    Required / Minimum Qualifications

  • Bachelor's Degree in Computer Science, Engineering, Business, or related field AND 4+ years experience in information technology (IT) consulting / support, systems administration, network operations, software development / support, or related fieldOR equivalent experience
  • 5+ years of experience in Unified Communications, Telephony, customer support, customer success management or technical discipline preferred.
  • Deep experience with, and ability to explain key benefits, trade-offs, and architectures relating to network routing, telecommunication platforms;
  • voice applications & integration and networks required.

  • Technical experience with design, configuration and implementation of infrastructure in Microsoft Teams Meetings, Phone System, Direct Routing, Devices supporting Meeting Rooms Solutions (Microsoft Surface Hub & OEM Devices) and Calling, interoperability with 3rd party Meetings & Phone System solutions and management required.
  • Knowledge of benefits of Teams vs Zoom, Webex and other competitor products and business offerings
  • Understand the business transformation, and quickly pivot to how Teams can accelerate and enable that transformation
  • Proven ability to map the customer’s business process and needs to product capability and solution areas.
  • Ability to Influence key executives and stakeholders within a customer
  • Ability to work in an incubation style set up, contribute to the overall strategy and work independently.
  • Desire and ability to grow and shift technical skills and aptitude as solutions evolve.
  • Additional or Preferred Qualifications

  • Master's Degree in Computer Science, Engineering, Business, or related field AND 4+ years experience in information technology (IT) consulting / support, systems administration, network operations, software development / support, or related fieldOR equivalent experience.
  • Technical certification in Cloud Microsoft, Amazon Web Services AWS , Google, Voice certifications).
  • Unified communications / Telephony industry certifications
  • 4+ years experience working in a customer-facing role internal and / or external).
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