Overview

Job Title
Modern work engineer

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

We are looking for a Cloud Solution Architect (CSA), specializing in AI Business solutions, who is passionate about driving our customers’ AI transformation and enabling secure, AI-enhanced workplace experiences. This is a customer-facing role that serves as a strategic trusted advisor and technical subject matter expert, ensuring seamless onboarding, adoption, and value realization across Microsoft’s AI Business solutions with focus on Exchange on premise and Exchange Online.

In line with our Flexible Work approach, for roles at Microsoft Germany, Austria, and Switzerland, we recommend spending at least two days per week in the office or at the customer site.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Be a trusted advisor and drive business value through AI Transformation: Create business value by translating customer challenges into actionable solutions aligned to high ROI customer outcomes. Ensure a seamless, connected experience that fosters satisfaction, loyalty, and long-term value.
Drive Customer Success: Lead architectural design, engaging with business and technical decision makers to drive intent and enable sustained usage of M365, securing long-term customer success and renewal.
Explore growth opportunities: Partner with technical and sales teams to identify opportunities and develop tailored solutions to drive expansion and business value realization.
Accelerate Customer Cloud and AI Business Solutions Journey: Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP re-use, and learn from others to help accelerate your customer’s AI transformation journey.
Embrace a growth mindset: Act as the voice of the customer by proactively sharing insights, feedback, and success stories to inform internal strategy and execution.
Learn-it-all: Demonstrate a self-learner mindset through continuous, self-directed learning, business value realization, and adoption and change management. Build and maintain technical readiness aligned to Customer Success Unit (CSU) priorities and corporate initiatives.

Qualifications

Required Qualifications (RQs)

Education & Experience
Bachelor’s Degree in Computer Science, Information Technology, Engineering, Business or related field OR equivalent professional experience.

Language
Fluent in German and English, with strong written and verbal communication skills in both.

Work Authorization
German citizenship or at least 5 years living in Germany, with the ability to obtain a security clearance (required due to the nature of the role).

Exchange Expertise
Proven experience designing, implementing and troubleshooting Microsoft Exchange Server (on-premises) and Exchange Online solutions across enterprise customers. This includes planning and deploying hybrid Exchange environments and executing large-scale email platform migrations as well as general Messaging experience.

Technical Depth
Deep expertise (level 300+) in Exchange architecture and administration – including mail flow configuration, recipient management, high availability (Database Availability Groups), backup/disaster recovery, and Exchange security/compliance features – with a track record of governance at scale in complex organizations.

Customer Facing Skills
Demonstrated ability to lead technical conversations and workshops with enterprise customers, manage requirements, and drive adoption of messaging and collaboration solutions. Strong advisory skills to translate business requirements into technical Exchange solutions that deliver value.

Preferred Qualifications (PQs)

Hybrid & Migration Experience: Hands-on experience planning, configuring, and managing Hybrid Exchange deployments (Exchange Server integrated with Exchange Online) and executing mailbox migrations to Exchange Online. Familiarity with tools and best practices for staged or cutover migrations, and experience optimizing hybrid configurations (Hybrid Configuration Wizard, mail flow connectors, Free/Busy federation).
Automation & Scripting: Proficiency in PowerShell (Exchange Management Shell and Exchange Online PowerShell) and scripting for automation of Exchange administrative tasks, tenant configurations, and repeatable solution deployment. Ability to develop or customize scripts to create efficiencies and IP for customer engagements.
Troubleshooting Skills: Strong troubleshooting capabilities in Exchange and Exchange Online environments, including diagnosing mail flow issues, hybrid connectivity problems, performance bottlenecks, and client access issues. Experience with Exchange monitoring tools, message trace, and protocol logs to resolve complex issues.
Security & Compliance Knowledge: Solid understanding of Microsoft 365 security and compliance as it relates to Exchange. Knowledge of Exchange Online Protection (EOP), Defender for Office (MDO), email authentication (DKIM/DMARC), data loss prevention (DLP) for Exchange, retention policies, eDiscovery, and regulatory compliance requirements for messaging data.
Ecosystem Integration: Experience integrating Exchange/Exchange Online with other Microsoft 365 services and enterprise IT systems. For example, knowledge of how Exchange interacts with Azure AD/Entra ID (identity and access management), Microsoft Teams (for calendaring and compliance), SharePoint/OneDrive (for attachment storage or user profiles) and Microsoft Defender for Office (MDO).
Enterprise Environment Experience: Proven success working in large enterprise environments with complex organizational structures and compliance requirements. Ability to navigate and deliver results in matrixed organizations and to manage multiple stakeholders’ expectations.
Additional Certifications/Skills: Relevant Microsoft certifications (e.g., MS-203 Messaging Administrator, AZ-305/AZ-300 series for architects) or similar are a plus. Familiarity with modern workplace and AI-enablement concepts is beneficial, as is experience contributing to community events or publishing technical articles/IP on Exchange.

This role offers an exciting opportunity to shape the Exchange Online journey for our customers, working at the cutting edge of Microsoft’s cloud and AI-powered productivity services. If you are an experienced Exchange subject matter expert with a passion for customer success and innovation, we encourage you to apply and help our customers achieve more through modern, secure communication and collaboration.

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