Sr Technical Solution Manager

Commercial Engineering & AI (CEAI) partners closely with stakeholders to accelerate the transformation of Microsoft’s commercial business into a frontier organization. We bring together AI‑native engineering, modern platforms, and deep commercial insight to reimagine how work gets done - at scale and with impact. Our mission is to unlock new ways of operating through intelligent systems while creating the conditions for our teams to do the most meaningful work of their careers. If you’re excited to build, experiment, and shape the future of commercial execution with AI at the core, we invite you to apply.    As part of CEAI, the Support Experience Group (SxG) is leading the transformation of Microsoft’s support ecosystem into an AI-first, agent-powered model. We build intelligent platforms and reusable AI agents that diagnose, guide, and resolve customer issues—improving time-to-resolution and enabling engineers to focus on complex, high-value scenarios.    We are looking for a Sr Technical Solution Manager to us AI to drive the implementation of Business Continuity / Dial Tone solution for our customer support ecosystem to ensure our critical support infrastructure is available when our customers need us most. This role will work with business and engineering team to define the Business Continuity Disaster Recovery (BCDR) scenarios and requirements and drive implementation. They will develop and maintain BCDR playbooks so all roles across the company know what to do during an outage. They will also conduct periodic outage drills to ensure all people, process, and technology is ready at a moments notice.

Build cross-team coordination and community across business and engineering teams to solve complex business-process and technology-integration challenges and deliver technical solutions.   Develop vision, strategy, and roadmap for complex, high-impact solution areas aligned with business, security, and compliance objectives, incorporating emerging-technology research and proof-of-concept evaluations.   Garner stakeholder support and buy-in for the solution vision and strategy; clarify requirements, communicate priorities, and translate complex problem statements into business requirements for engineering teams.   Partner with engineering teams to design roadmaps and develop technical solutions that meet business, technical, and compliance needs.   Track and communicate project schedules end-to-end; hold stakeholders accountable, manage risks, and allocate resources effectively.   Define success criteria and performance metrics; use KPIs and OKRs, success metrics, and Voice of Customer feedback to consolidate status updates and evaluate and resolve solution performance issues.   Drive adoption and continuous improvement; conduct user acceptance testing and focus groups, enable and train stakeholders/partners on changes, and mature solutions post-launch by addressing feedback.

Required Qualifications:   Master's Degree in Business, Project Management, Supply Chain, Computer Science, Management Information Systems, Engineering, or related field AND 4+ years experience in project management, operations, or engineering OR Bachelor's Degree in Business, Project Management, Supply Chain, Computer Science, Management Information Systems, Engineering, or related field AND 6+ years experience in project management, operations, or engineering OR equivalent experience.   Other Requirements Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check. This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Experience working in high volume contact center operations.  Experience