Contact Center as a Service Accelerate Sales Initiative Leader

Overview

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions.

We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

The AI Business Applications Specialist Team (AI BAST)

, within

Microsoft’s ABS Solutions Team

, brings together Global Black Belt (GBB) expertise to accelerate strategic Business Applications growth. AI BAST helps customers modernize legacy CRM, ERP, low-code, contact center, and service platforms through Microsoft Dynamics 365, Copilot Studio, Microsoft 365 Copilot, and AI-powered agents.

Within AI BAST, Contact Center as a Service (CCaaS) Accelerate is a strategic global sales initiative that helps customers modernize legacy contact center environments and adopt AI-powered service experiences through Dynamics 365 Contact Center, Copilot, voice, digital engagement, knowledge, automation, and intelligent agents.

Microsoft is accelerating its CCaaS growth strategy as customers replace legacy contact center environments with AI-powered customer service platforms. CCaaS Accelerate gives sellers and partners a consistent mechanism to identify, qualify, prioritize, fund, and progress high-value opportunities with greater speed and accountability.

The CCaaS Accelerate Sales Initiative Leader - AI BAST GBB will own the program-level strategy, roadmap, operating cadence, governance, and performance management for this global initiative. The role will manage opportunity intake and qualification, coordinate funded deal execution, enable field and partner teams, monitor pipeline and revenue influence, and deliver decision-ready insights to leaders.

Success requires strategic judgment, strong operational rigor, executive communication, and the ability to influence across organizational boundaries without direct authority.

The role serves as the central orchestrator across AI BAST leaders, CCaaS GBBs, Sales, Solution Engineering, technical specialists, FastTrack, Finance, partners, and field stakeholders. The leader will align priorities and decision rights, remove execution barriers, manage risks and dependencies, and ensure that investments produce measurable customer and business outcomes.

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

• Define and lead the CCaaS Accelerate strategy, multi-horizon roadmap, scope, operating model, decision rights, governance, execution cadence, key performance indicators (KPIs), and business-impact framework within the ABS Solutions Team and AI BAST GBB organization.
• Own the end-to-end initiative lifecycle, including opportunity intake, qualification criteria, prioritization, service-level expectations, funded-engagement governance, partner coordination, execution tracking, escalation, and outcome measurement.
• Establish a trusted, program-level view of nominated opportunities, qualified pipeline, sales-stage progression, funded engagements, statements of work (SOWs), partner milestones, blockers, investment status, revenue influence, and customer outcomes.
• Partner with AI BAST leaders, CCaaS GBBs, field sellers, Solution Engineers, and solution teams to identify the highest-potential CCaaS opportunities and translate business, segment, and customer priorities into actionable execution plans.
• Lead field engagement, change management, and seller enablement for CCaaS Accelerate, including audience-specific eligibility guidance, program positioning, sales plays, operational updates, landing materials, office hours, and feedback loops.
• Coordinate across Sales, FastTrack, Finance, partners, AI BAST GBBs, and internal stakeholders to clarify ownership, validate scope, review SOWs, confirm partner readiness, manage dependencies, and drive timely execution follow-through.
• Govern CCaaS investments, including ECIF alignment, approval readiness, investment tracking, policy compliance, risk controls, benefit realization, and return-on-investment analysis across the funded portfolio.
• Deliver concise, decision-ready executive reporting and business reviews that show performance against KPIs, pipeline health, conversion, win rate, forecast quality, investment status, risks, blockers, mitigation actions, and revenue impact.
• Anticipate and surface systemic risks, process gaps, and execution bottlenecks; establish clear escalation paths and implement scalable mechanisms that improve cycle time, data quality, field clarity, partner performance, and deal velocity.
• Transform manual and fragmented processes into secure, repeatable, and automated workflows using Excel, Power BI, Power Automate, SharePoint, Teams, and approved Microsoft AI capabilities, with appropriate documentation and controls.
• Define data ownership and quality standards so CCaaS Accelerate data is complete, accurate, timely, appropriately handled, and actionable for business reviews, forecasting, leadership reporting, field execution, investment decisions, and partner accountability.
• Other: Embody our culture and values.

Qualifications

• Required/minimum qualifications
• Bachelor's Degree in Computer Science, Information Technology, Business Administration, Information Security, or related field AND 8+ years experience in technical solution architecture and enterprise sales, business development, strategic consulting, technical consulting, or relevant/prioritized industry (e.g., Finance, Healthcare, Retail)
• 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.
• Additional or preferred qualifications
• Bachelor's Degree in Computer Science, Information Technology, Business Administration, Information Security, or related field AND 12+ years experience in technical solution architecture and enterprise sales, business development, strategic consulting, technical consulting, or relevant/prioritized industry (e.g., Finance, Healthcare, Retail)
• OR equivalent experience.
• Relevant technical certification(s) in cloud technologies, solution architecture, or related domain (e.g., Microsoft Certified: Azure Solutions Architect Expert, Microsoft 365 Certified: Enterprise Administrator Expert) or equivalent industry certification.
• Experience leading and scaling complex sales initiatives, funded programs, or partner-led motions across teams, regions, and stakeholder groups.
• Experience managing pipeline, opportunity qualification, forecasting, investments, executive reporting, KPIs, and performance insights.
• Ability to lead cross-functional execution across sales, finance, partners, technical/product teams, GBBs, operations, and senior stakeholders.
• Experience with CCaaS/contact center, CRM, Dynamics 365, customer service, conversational AI, or enterprise Business Applications sales motions.
• Experience with ECIF, FastTrack, partner-led delivery, SOWs, funded-engagement governance, compliance, or sales-acceleration programs.
• Experience developing scalable operating rhythms, dashboards, workflows, governance, and field enablement using tools such as Power BI, Power Automate, Excel, SharePoint, Teams, or Dataverse.

Solution Sales Advisory IC5 - The typical base pay range for this role across the U.S. is USD $133,000 - $222,700 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 $170,300 - $239,800 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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.