Job Description

Job Title : Microsoft Dynamics 365 Contact Center Solution Architect

Job Type : Contract

Job Location : Remote

Role Summary :

As a Microsoft Dynamics 365 Contact Center Solution Architect, you will lead the technical design and implementation of scalable, high-performing contact center solutions. You will collaborate with business stakeholders, solution teams, and developers to translate business needs into practical solutions, incorporating modern AI and productivity tools such as Copilot, Smart Assist, and Virtual Agents , Azure Communication Services

Key Responsibilities :

• Architect end-to-end Microsoft Dynamics 365 Contact Center solutions aligned to business goals.

• Lead workshops to gather and define business and technical requirements.

• Design solution blueprints, process flows, and integration points.

• Setup and configure the Azure Communication Services with additional Azure services to support the voice, copilot and Emal channel

• Configure and customize D365 Customer Service and Omnichannel features including:

• Unified routing

• Agent experience

• Channel integration (voice, chat, SMS, social)

• AI capabilities (Copilot, Smart Assist, Chatbots)

• Oversee the implementation lifecycle including technical oversight, quality assurance, and solution deployment.

• Support pre-sales efforts by creating solution proposals, demos, and estimates.

• Act as a trusted advisor to clients, guiding best practices and innovation adoption.

• Provide guidance to delivery teams and mentor junior consultants.

Required Qualifications :

• Bachelor's degree in Computer Science, Information Technology, or related field.

• 6+ years of experience with Microsoft Dynamics 365 Customer Service, including Omnichannel.

• Deep understanding of cloud-based contact center architecture and integrations.

• Strong knowledge of Power Platform, Azure services, and D365 extensibility options.

• Experience implementing AI-driven features such as Copilot, bots, and automation flows.

• Excellent communication and presentation skills, especially with executive stakeholders.

Preferred Qualifications :

• Microsoft Certification: MB-230 (Microsoft Dynamics 365 Customer Service Functional Consultant Associate).

• Experience in industries such as Financial Services, Healthcare, or Retail is a plus.

• Familiarity with voice channel solutions such as Genesys , or Nuance .

Language Requirements

• English: Proficient

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