[NFBWATlk] Open Role on Microsoft Enterprise Disability Answer Desk

crystal.leann.jones at gmail.com crystal.leann.jones at gmail.com
Tue Nov 5 14:31:41 UTC 2019

Good morning,

If you're interested in this role, definitely apply and feel free to reach
out to me with questions.




Escalation Engineer

Redmond, Washington, United States 


*	Job number 736951
*	Date posted Nov 4, 2019
*	Travel 0-25 %
*	Profession Services
*	Role type Individual Contributor
*	Employment type Full-Time


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. 


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! 


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.



*	Provide exceptional customer service for issues impacting the user
experience for those with disabilities and drive the appropriate changes
with engineering teams.
*	Serve as the front-line support contact for Microsoft government,
nonprofit, business and educational customers supporting accessibility
within their organizations who have accessibility questions.
*	Responsible for efficiently managing the relationship with these
customers and thoroughly documenting their cases.
*	Be recognized and act as technical subject matter expert for
*	Communicate trends and concerns to Accessibility leadership.
*	Work with other Microsoft accessibility test suppliers to ensure
customer issues are translated into actionable feedback for engineering



*	Passion for technology, accessibility and overall quality.
*	3+ years working directly with disability community preferred
*	Strong written, verbal, and presentation skills.
*	Team player with proven ability to build trustful relationships and
to work in diverse teams.
*	5+ years of demonstrated experience with Accessibility standards and
guidelines such as 508, 255, CVAA, EN 301 549 and WCAG preferred.
*	Certification in accessibility is preferred. Examples: Trusted
Tester, CPACC (Certified Professional in Accessibility Core Competencies).
*	5+ years of working with assistive technologies.  Examples: NVDA,
JAWS, Zoomtext, Dragon Naturally Speaking preferred.
*	Experience with accessibility and assistive technology on multiple
platforms including Windows, Android, Mac and iOS.
*	The ability to work independently and handle multiple issues and
context switch appropriately.


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 Accommodation request form
<https://careers.microsoft.com/us/en/accommodationrequest> .


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