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Escalation Engineer - Accessibility ( remote job )

Microsoft

Redmond, WA,US

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.

Note - this role can work remotely.

https://www.microsoft.com/en-us/accessibility
Responsibilities

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 accessibility
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 teams.

Qualifications

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). preferred.
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.

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