Senior Customer Experience Solution Engineer

As a Senior Customer Experience Solution Engineer, you’ll work with some of Australia’s largest organisations to transform how they engage, serve and support their customers. You’ll bring deep experience across customer experience, Contact Centre as a Service (CCaaS), CRM and customer service, combined with strong Microsoft Power Platform skills, to help organisations modernise customer engagement and deliver more connected, intelligent and personalised experiences.

This is a senior, customer facing technical role where you’ll engage with business and technology leaders to understand their customer experience strategy, operational challenges and transformation priorities. You’ll translate these needs into compelling solution architectures that bring together CRM, contact centre, digital channels, customer data, workflow automation and AI.

You’ll lead complex technical engagements across customer service and contact centre transformation, helping customers rethink how they manage interactions across voice, digital, self-service and agent-assisted channels. You’ll demonstrate how AI, automation and agents can improve customer outcomes while increasing employee productivity and reducing the effort required to deliver great service.

You’ll use your CRM and service experience to help customers design solutions that provide employees with a complete view of the customer, streamline case and service management, automate business processes and connect customer interactions with the broader organisation. You’ll combine this with Power Platform capabilities including Power Apps, Power Automate, Copilot Studio and Dataverse to rapidly prototype ideas and extend solutions around specific customer requirements.

A key part of the role will be helping organisations understand the impact of generative AI and autonomous agents on customer experience. You’ll design and demonstrate intelligent agents that support customers through self-service, assist contact centre employees with knowledge and recommendations, automate repetitive service activities and orchestrate actions across CRM and enterprise systems.

You’ll lead technical discovery, architecture workshops, demonstrations, proofs of concept and executive-level conversations. You’ll be comfortable moving between strategic discussions with senior customer stakeholders and hands-on technical sessions with architects, developers and customer experience teams.

You’ll also help customers navigate complex areas including integration, security, governance, data, scalability and enterprise architecture. You’ll connect CRM, CCaaS and Power Platform with existing customer systems, data platforms, APIs and cloud services to create solutions that work across the customer’s broader technology environment.

Working closely with sales, specialists, engineering, partners and customer teams, you’ll provide technical leadership throughout the sales cycle, helping shape opportunities, differentiate Microsoft’s approach and build confidence in the proposed solution.

This role is ideal for an experienced customer experience technologist who understands both the business and technical dimensions of service transformation. You’ll combine strong customer engagement and consulting skills with hands-on technical capability and a passion for CRM, contact centres, Power Platform, automation, AI and agents to help customers create the next generation of customer experiences.

Responsibilities

• Lead customer experience transformation engagements across CCaaS, CRM, customer service, digital channels, automation and AI.
• Act as a trusted technical advisor to senior business and technology stakeholders, translating customer experience priorities into secure, scalable solution architectures.
• Design end-to-end solutions that bring together contact centre, CRM, voice and digital channels, customer data, workflow automation and AI.
• Lead technical discovery, architecture workshops, demonstrations and proofs of concept that show how technology can improve customer and employee experiences.
• Design and demonstrate modern contact centre capabilities across voice, chat, messaging, self-service and agent-assisted experiences.
• Apply Power Platform capabilities including Power Apps, Power Automate, Copilot Studio and Dataverse to extend CRM and service solutions, automate processes and rapidly prototype new experiences.
• Design AI-powered agents that enable customer self-service, assist employees, surface knowledge and automate actions across CRM and enterprise systems.
• Provide technical leadership across integration, APIs, data, security, governance and enterprise architecture, connecting solutions with customers’ existing technology environments.
• Partner with sales, engineering, partners and delivery teams to shape strategic opportunities, differentiate solutions and remove technical barriers to adoption.
• Engage confidently with executives, customer experience leaders, contact centre teams, architects and developers, communicating both the business value and technical capabilities of the solution.
• Mentor other Solution Engineers and share technical expertise, demonstrations and best practices across the broader team.

Qualifications

Minimum Experience

• Experience designing, delivering or advising on customer experience solutions across CRM, customer service, contact centre and CCaaS environments.
• Understanding of modern contact centre technologies including voice, digital channels, self-service, routing, agent experiences and workforce productivity.
• Experience designing enterprise CRM and customer service solutions, including case management, customer data, workflow and integration with business systems.
• Hands-on experience with Microsoft Power Platform, including Power Apps, Power Automate, Copilot Studio and Dataverse, or equivalent low-code and automation platforms.
• Experience with AI, conversational AI, virtual agents or generative AI technologies and their application across customer service and contact centre scenarios.
• Solution architecture skills across APIs, integration, data, security, identity, governance and enterprise cloud environments.
• Demonstrated experience leading customer discovery, technical workshops, demonstrations, proofs of concept and complex solution engagements.
• Experience presenting to executives, business leaders, architects, developers and technical teams.

Preferred Experience

• Experience with Microsoft Dynamics 365, Azure, telecommunications or enterprise development technologies is highly desirable.

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.