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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link="#0563C1" vlink="#954F72"><div class=WordSection1><p class=MsoNormal>Good morning,<o:p></o:p></p><p class=MsoNormal>If you’re interested in this role, definitely apply and feel free to reach out to me with questions.<o:p></o:p></p><p class=MsoNormal><span style='font-size:14.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt'><a href="https://nam06.safelinks.protection.outlook.com/?url=https%3A%2F%2Fcareers.microsoft.com%2Fi%2Fus%2Fen%2Fjob%2F736951%2FEscalation-Engineer&data=02%7C01%7Ccrjon%40microsoft.com%7C8d3247ee0d20421a804208d761b0e5f7%7C72f988bf86f141af91ab2d7cd011db47%7C1%7C0%7C637085284704174260&sdata=31mhTV8qux5pN2E5FF%2Bb6V0OjL42NPePI9a0V4%2BMVKI%3D&reserved=0">https://careers.microsoft.com/i/us/en/job/736951/Escalation-Engineer</a><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt'><o:p> </o:p></span></p><p class=MsoNormal>Escalation Engineer<o:p></o:p></p><p class=MsoNormal>Redmond, Washington, United States <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><ul style='margin-top:0in' type=disc><li class=MsoNormal style='mso-list:l2 level1 lfo3'>Job number 736951<o:p></o:p></li><li class=MsoNormal style='mso-list:l2 level1 lfo3'>Date posted Nov 4, 2019<o:p></o:p></li><li class=MsoNormal style='mso-list:l2 level1 lfo3'>Travel 0-25 %<o:p></o:p></li><li class=MsoNormal style='mso-list:l2 level1 lfo3'>Profession Services<o:p></o:p></li><li class=MsoNormal style='mso-list:l2 level1 lfo3'>Role type Individual Contributor<o:p></o:p></li><li class=MsoNormal style='mso-list:l2 level1 lfo3'>Employment type Full-Time<o:p></o:p></li></ul><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Accessibility is a key part of Microsoft’s mission to empower all people and organizations to achieve more. The CELA enterprise Disability Answer Desk team partners across Microsoft to make that vision a reality for people with disabilities. As part of this focus we are looking for a solution-oriented Accessibility Escalation Engineer with a strong background and knowledge of assistive technologies, accessibility and customer issue remediation. <o:p></o:p></p><p class=MsoNormal> <o:p></o:p></p><p class=MsoNormal>Are you passionate about the user experience of Microsoft products for users with disabilities? Are you able to assist others who have less experience in accessibility to maximize the functionality designed by Microsoft products and services in creating accessible content. Are you a technical, experienced professional capable of managing customer feedback and issues to improve accessibility across the breadth of Microsoft’s products and Services? Do you possess strong organizational skills, excellent communication skills, and have a provable track record of juggling multiple issues simultaneously? Then read on! <o:p></o:p></p><p class=MsoNormal> <o:p></o:p></p><p class=MsoNormal>We are looking for an Accessibility Escalation Engineer that will assist customers in resolving accessibility issues with the Microsoft portfolio of products and services along with advocating for improved user experiences in our products and services to positively affect consumption. The ideal candidate will have a wide range of skills and understanding for all aspects of disability, including visual, mobility, hearing, cognitive, and speech impairments, and how accessibility can drive improvements to the overall user experience.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Responsibilities <o:p></o:p></p><ul style='margin-top:0in' type=disc><li class=MsoNormal style='mso-list:l3 level1 lfo6'>Provide exceptional customer service for issues impacting the user experience for those with disabilities and drive the appropriate changes with engineering teams.<o:p></o:p></li><li class=MsoNormal style='mso-list:l3 level1 lfo6'>Serve as the front-line support contact for Microsoft government, nonprofit, business and educational customers supporting accessibility within their organizations who have accessibility questions.<o:p></o:p></li><li class=MsoNormal style='mso-list:l3 level1 lfo6'>Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.<o:p></o:p></li><li class=MsoNormal style='mso-list:l3 level1 lfo6'>Be recognized and act as technical subject matter expert for accessibility<o:p></o:p></li><li class=MsoNormal style='mso-list:l3 level1 lfo6'>Communicate trends and concerns to Accessibility leadership.<o:p></o:p></li><li class=MsoNormal style='mso-list:l3 level1 lfo6'>Work with other Microsoft accessibility test suppliers to ensure customer issues are translated into actionable feedback for engineering teams.<o:p></o:p></li></ul><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Qualifications <o:p></o:p></p><ul style='margin-top:0in' type=disc><li class=MsoNormal style='mso-list:l5 level1 lfo9'>Passion for technology, accessibility and overall quality.<o:p></o:p></li><li class=MsoNormal style='mso-list:l5 level1 lfo9'>3+ years working directly with disability community preferred<o:p></o:p></li><li class=MsoNormal style='mso-list:l5 level1 lfo9'>Strong written, verbal, and presentation skills.<o:p></o:p></li><li class=MsoNormal style='mso-list:l5 level1 lfo9'>Team player with proven ability to build trustful relationships and to work in diverse teams.<o:p></o:p></li><li class=MsoNormal style='mso-list:l5 level1 lfo9'>5+ years of demonstrated experience with Accessibility standards and guidelines such as 508, 255, CVAA, EN 301 549 and WCAG preferred.<o:p></o:p></li><li class=MsoNormal style='mso-list:l5 level1 lfo9'>Certification in accessibility is preferred. Examples: Trusted Tester, CPACC (Certified Professional in Accessibility Core Competencies). preferred.<o:p></o:p></li><li class=MsoNormal style='mso-list:l5 level1 lfo9'>5+ years of working with assistive technologies. Examples: NVDA, JAWS, Zoomtext, Dragon Naturally Speaking preferred.<o:p></o:p></li><li class=MsoNormal style='mso-list:l5 level1 lfo9'>Experience with accessibility and assistive technology on multiple platforms including Windows, Android, Mac and iOS.<o:p></o:p></li><li class=MsoNormal style='mso-list:l5 level1 lfo9'>The ability to work independently and handle multiple issues and context switch appropriately.<o:p></o:p></li></ul><p class=MsoNormal> <o:p></o:p></p><p class=MsoNormal>Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the <a href="https://careers.microsoft.com/us/en/accommodationrequest" target="_blank">Accommodation request form</a>.<o:p></o:p></p><p class=MsoNormal> <o:p></o:p></p></div></body></html>