Role Description Oversees team on proactively acting as an advocate for and the voice of the customer/partner leveraging relevant insights. Supports and coaches team on innovating methods for proactively identifying and/or translating customer/partner problems into solutions. Mobilizes resources within the customer success unit (CSU) and across Microsoft to solve issues. Oversees team on anticipating, identifying, escalating, and mitigating blockers using appropriate tools. Holds team accountable for delivering solutions in line with company methodologies to prepare highly complex and/or impactful customers for operational readiness and achievement of their business goals and targets. Drives team on proactively identifying, anticipating, and setting the foundation with the customer/partner for new cross-solution opportunities for Consumption, Usage & Unified expansion at scale. Holds team accountable for driving operational excellence and proven practice standards throughout all sales stages/activities/tools of record. Leads team on leveraging market insights and demand signals to partner with leadership in identifying relevant areas. Leads team on leading the direction that internal virtual team members and stakeholders take. Leads team on proactively identifying and anticipating gaps that drive changes and improvements to scale across customers. In addition, this role has people management responsibilities including driving employee growth and development, executing projects, and managing performance. Qualifications - Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 10+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience. - 5+ years people management experience, including managing consultant practice managers, technical sales managers, technical architect managers, and/or people managers. Requirements - This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship. Preferred Qualifications - Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 15+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, 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 12+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience. - 8+ years experience working in a customer-facing role (e.g., internal and/or external). - 8+ years experience leading technical projects, teams, or functions. - Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications). - 8+ years people management experience, including managing consultant practice managers, technical sales managers, technical architect managers, and/or people managers. Benefits - The typical base pay range for this role across the U.S. is USD $155,800 - $277,200 per year. - There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $202,400 - $303,600 per year. - Certain roles may be eligible for benefits and other compensation. Company Description 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.

• Work with clients to help them understand the Quadient Inspire software and implementation best practices • Consult with the client to develop solutions that leverage Inspire’s Content Management System • Review and analyze client content and collateral to determine organizational methodologies • Understand business and content-related problems to identify and present solutions • Lead the creation of production dynamic document templates for new and existing clients • Create documents and artifact templates for new and existing customer • Work collaboratively with offshore and onshore teams to ensure completion of deliverables • Provide support and ongoing services for existing clients in accordance with SLAs • Assist with conducting on-site and virtual training with clients as necessary

Role Description We are seeking a Customer Solutions Architect specializing in Amazon Connect to partner with our sales team and enterprise clients. The right candidate combines deep Amazon Connect expertise with broad AWS knowledge and a proven ability to establish themselves as a trusted advisor. You are passionate about transforming how businesses connect with their customers and love working backwards from real business challenges to design innovative, scalable CX solutions. What You’ll Do - Client Engagement and Pre-Sales - Provide technical thought leadership and serve as a trusted advisor to customer executives, helping shape CX transformation strategies and long-term technology roadmaps. - Lead deep dive architecture and design sessions focused on Amazon Connect and modern customer experience solutions. - Author proposals, solution designs, and statements of work that accurately capture customer requirements, technical constraints, assumptions, and delivery approach to ensure successful project outcomes. - Conduct technical discovery workshops to understand client business challenges and translate them into actionable technical solutions. - Develop proof-of-concepts and prototypes to demonstrate the value of Amazon Connect features and capabilities. - Serve as a subject matter expert and trusted advisor on Amazon Connect throughout the sales cycle. - Solution Design and Architecture - Design and architect comprehensive customer experience solutions leveraging AWS services, with a focus on Amazon Connect and generative AI integration. - Create detailed technical specifications and architecture documents aligned with client requirements and AWS Well-Architected best practices. - Integrate AI and machine learning capabilities (Amazon Lex, Amazon Bedrock, generative AI) into contact center solutions to enhance customer interactions. - Ensure solutions meet compliance and security requirements in regulated industries such as healthcare, finance, and government. - Evangelism and Thought Leadership - Educate clients and internal teams on Amazon Connect capabilities, AWS CX best practices, and emerging AI and ML technologies. - Contribute to blogs, white papers, webinars, and presentations that showcase Caylent's CX expertise. - Stay current with AWS service updates, the Amazon Connect roadmap, and industry trends in contact center technology. Qualifications - Deep expertise in Amazon Connect and AWS services. - Proven ability to establish trust with clients as a technical advisor. - Experience in designing customer experience solutions. - Strong communication and presentation skills. Requirements - Experience in customer engagement and pre-sales activities. - Ability to lead architecture and design sessions. - Knowledge of compliance and security requirements in regulated industries. Benefits - Medical Insurance for you and eligible dependents. - 401k plan with company match up to 4% and immediate vesting. - Competitive phantom equity. - State of the art laptop and tools. - Dental and Vision insurance. - Term Disability Insurance. - Term Life Insurance. - Flexible Spending Account. - Equipment & Office Stipend. - Annual stipend for Learning and Development. - Generous and flexible PTO. - 10 Paid Holidays.

• Engage and consult with global, strategic clients to architect solutions that deliver maximum value, including offering best-practice recommendations, on-the-fly solution suggestions, and relevant lines of questioning that may not have been prepared in advance. • Assist the sales team in building prospect confidence in Pindrop’s solutions by articulating complex product functionality, cloud architecture, and network architecture in a simple, easy-to-understand manner. • Identify and document all potential risks that could impact a prospect’s or customer’s successful deployment and full optimization on Pindrop. Lead internal discussions with stakeholders and build mitigation plans. • Write accurate Statements of Work (SOWs) with proposed solutions that encompass all requirements, deliverables, schedules, tasks, and pricing. • Lead complex deployments from project kickoff through transition, including gathering technical and functional requirements, configuring the solution, and supporting Pindrop customers with testing, training, and go-live. • Gain deep product knowledge and partner closely with Product and Engineering teams to identify product gaps and influence new features and products on the roadmap.