• Design and implement secure architecture within AWS using services such as IAM, KMS, CloudTrail, Config, and third-party tools/services • Implement and manage centralized logging, monitoring, audit monitoring, incident triage and alerting solutions. • Conduct threat modeling, vulnerability scanning, and penetration testing. • Compare the system environment with applicable security requirements (CIS Benchmarks, NIST, HIPAA, FedRAMP, SOC 2 etc.) as applicable and chart a path towards compliance. • Support incident detection, investigation and response within AWS workloads. • Maintain and monitor audit trails across accounts and services. • Work with compliance and risk teams to align security with regulatory requirements. • Maintain security control documentation • Support Disaster Recovery/Continuity of Operations (DR/COOP) tests • Support audits and other compliance related requests

• Build AWS landing zones • Manage AWS Organizations • Design account provisioning automation • Implement Service Control Policies (SCP) • Develop reusable Terraform modules • Build IAM standards • Improve cloud governance • Support cloud automation initiatives

Role Description As a Cloud Solution Architect aligned to Factory delivery, you will enable customers to achieve their outcomes based on their investments in Microsoft technology. This is a hands-on role that includes: - Accelerating customer adoption by building Agentic AI solutions. - Identifying resolutions to unblock customer success projects for the AI Factory. - Driving product influence with Engineering through technical feedback. - Engaging directly with customers to solve unique and challenging technical problems. Responsibilities - Customer-Centric Approach: - Provide technical enablement, operational support, and strategic engagement across customer projects. - Ensure successful delivery of AI solutions built on Copilot Studio. - Understand customers' overall data estate, business priorities, and IT success measures. - Facilitate scalable delivery through strong technical program management. - Engage directly with complex or non-standard customer use cases. - Ensure Solution Excellence: - Deliver solutions with high performance, security, scalability, maintainability, repeatability, reusability, and reliability. - Gather insights from customers and partners to maintain a high CSAT. - Business Impact: - Develop opportunities to drive Customer Success business results. - Identify resolutions to issues blocking go-live of customer success projects. - Deliver all work according to Factory best practices & policies. - Architect Copilot Studio Agent Solutions: - Apply technical knowledge to design solutions aligned with business and IT needs. - Create Innovate with Agent roadmaps, lead POCs and MVPs. - Technical Leadership: - Share insights and best practices, collaborate with the Factory team. - Debug technical issues and provide fixes for engagements encountering blockers. - Demonstrate a self-learner mindset through continuous alignment of individual skilling. - Stay updated on market trends and educate customers about Copilot Studio capabilities. - Business Process Analysis: - Depict customer business processes and prepare for analysis and improvement. - Articulate, demo, and present complex customer concepts to varying audiences. - Experienced in delivery management, opportunity qualification, and stakeholder communication. - Collaboration & Field Engagement: - Collaborate in virtual teams to develop and drive M365 Copilot usage opportunities. - Identify and document best practices and customer references. Qualifications - Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years experience in relevant fields. - Microsoft is unable to sponsor a work visa for this role. - Ability to meet Microsoft, customer, and/or government security screening requirements. Requirements - 4+ years experience working in a customer-facing role. - 4+ years experience working on technical projects. - Technical Certification in Cloud (e.g., Azure, Amazon Web Services). - Deep Domain Expertise in M365 Areas. - Low Code development experience - Power Platform experience is needed. - 8+ years experience working on technical M365/Power Platform/Copilot Studio projects. - Certification in one or more of the following technologies preferred: M365 fundamentals, Microsoft Power Platform. - Fluency in SaaS solutions, particularly all Microsoft 365 offerings. - Understanding of Responsible AI practice including ethical considerations. - Exceptional verbal and written communication skills. Benefits - Base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. - Different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area. - Eligible for benefits and other compensation.

• Lead discovery workshops and business process reviews to understand customer service operations, contact center requirements, customer journeys, and business objectives. • Serve as the lead solution architect for Agentforce Voice, Service Cloud Voice, and Amazon Connect implementations. • Design scalable omnichannel customer engagement architectures supporting voice, chat, SMS, email, social, and digital channels. • Develop future-state contact center strategies and modernization roadmaps aligned with business goals and customer experience objectives. • Architect intelligent routing, skills-based routing, workforce optimization, IVR, self-service, agent assist, and AI-driven customer service solutions. • Design and implement Service Cloud Voice, Amazon Connect, Agentforce, Amazon Lex, Contact Lens, and Digital Engagement solutions. • Define integration strategies between Salesforce and enterprise systems including CRM, telephony, workforce management, knowledge management, identity management, and analytics platforms. • Provide architectural oversight throughout the project lifecycle, including solution design, configuration guidance, testing strategy, deployment planning, and post-production optimization. • Lead technical design sessions and create architecture diagrams, solution documentation, technical specifications, and implementation roadmaps. • Support pre-sales activities including solution estimation, demonstrations, executive presentations, architecture reviews, and proposal development. • Partner with AI and Data teams to develop innovative customer engagement experiences leveraging Agentforce, Einstein AI, Data Cloud, generative AI, and conversational AI technologies. • Mentor consultants, developers, administrators, and solution architects while promoting delivery excellence and best practices. • Stay current on Salesforce, Amazon Connect, Agentforce, and AI platform innovations and advise clients on emerging capabilities and opportunities.