AI Delivery and Support Specialist

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Facilitate discovery sessions to evaluate the client’s Microsoft 365 environment, data sources, security and compliance needs, user personas, and key use cases; document the current state and requirements.

• Securely configure and deploy Claude within the client’s Microsoft 365 tenant, including identity/SSO (Entra ID), permissions and data-access scopes, along with integration into Microsoft 365 applications such as Teams, SharePoint, Outlook, and others.

• Implement and customize the catalog of pre-built skills (prompts, parameters, and data connections); conduct testing and validation of functionality prior to go-live.

• Develop and tailor new skills beyond the existing catalog, and configure additional Claude/AI solutions to fulfill client-specific needs.

• Create the client’s AI governance framework encompassing acceptable-use and data-handling policies, access controls, guardrails, audit logging, and alignment with relevant compliance frameworks (e.g., SOC 2, HIPAA, GDPR).

• Educate client administrators and end users; produce runbooks and quick-start guides.

• Generate as-built/configuration documentation; oversee scope, timelines, and stakeholder engagement for each project.

• Manage the intake, triage, and resolution of client support inquiries; oversee service-level agreements (SLAs) and response/resolution targets while keeping clients updated.

• Implement updates to Claude configurations and skills; monitor and adapt to changes in Anthropic (Claude/model) and the Microsoft 365 platform; ensure integrations remain current and effective.

• Actively monitor usage, performance, and errors; conduct periodic health checks and address issues proactively to avoid user impact.

• Regularly assess adherence to AI governance, audit logs, and usage policy compliance; identify and correct deviations from the established framework.

• Solicit user feedback; suggest new skills, optimizations, and version upgrades; manage the change pipeline effectively.

• Act as a consistent point of contact for clients; conduct periodic reviews, generate usage/value and support reports; identify renewal and expansion opportunities; coordinate escalations with Anthropic and Microsoft support.

⛳️ Requirements

• Practical experience in Microsoft 365 administration (Entra ID, Purview, Teams, SharePoint, Microsoft 365 admin center).

• Familiarity with Claude or similar large-language-model tools, including prompt design and the configuration of AI skills/agents.

• Strong understanding of security and compliance principles along with secure-configuration practices.

• Technical skills in configuration — APIs, integrations, SSO/identity, and data-access scoping.

• Knowledge of service delivery and support fundamentals, including SLA management and ticketing/queue systems.

• Excellent client-facing skills: facilitation of discovery, requirements gathering, relationship management, and effective communication and reporting.

• Ability to manage projects/engagements and maintain strong documentation practices.

• Preferred: Microsoft certifications (e.g., MS-102, SC-300, or SC-900).

• Experience at a managed services provider (MSP) or in professional/managed services environments.

• Background in deploying AI or automation solutions in enterprise settings.

• Experience in customer success roles (relationship management, renewals, value reporting).

🏝️ Benefits

• Medical, Dental, and Vision coverage for employees and their families.

• 401k plan with company-matched contributions, offering a 4% match on a 5% contribution with no vesting period!

• Group Term Life and Accidental Death and Dismemberment coverage provided by the company.

• Short-Term (voluntary enrollment) and Long-Term Disability coverage offered by the company.

• Health Savings Account (HSA) Options and PPO Options available.

• Employee Assistance Program to support mental health and wellbeing.

• Paid Time Off (PTO) along with Volunteer Time Off (VTO), 8 Paid Holidays, and 3 Floating Holidays.

• Education Reimbursement Program to support ongoing professional development.

• Generous Employee Referral Program with cash bonuses for successful hires.

• Dynamic Recognition and Rewards program to celebrate achievements.

• Clear pathways for Promotion and Advancement.

• Opportunity to collaborate with Industry-Leading Talent.