We are seeking an experienced Dynamics 365 Architect with a strong specialization in the Customer Service / Contact Center module to design, implement, and optimize enterprise-scale customer engagement platforms. The ideal candidate will have deep expertise in Dynamics 365 Customer Service, Omnichannel, Power Platform, and Azure Communication Services, and will play a critical role in driving digital transformation for customer support operations.
Years of experience needed 5 to 10 years of experience
Technical Skills :
- Proven track record of architecting and delivering large-scale customer service / contact center transformations.
Strong hands-on knowledge of :
Microsoft Dynamics 365 Customer Service / OmnichannelPower Platform (Power Apps, Power Automate, Power BI, Power Virtual Agents)Azure Communication Services, Azure Cognitive ServicesCloud Contact Center integrations (Genesys, Cisco, Avaya, NICE, Five9, etc.)Deep understanding of case management, SLA / KPI tracking, routing rules, agent desktops, knowledge management.Experience with AI-powered customer service (chatbots, generative AI, predictive routing).Strong knowledge of security, compliance, and data governance (GDPR, PCI DSS, ISO standards).10+ years of experience in CRM / Contact Center solutions, with at least 5 years in Dynamics 365 Customer Service / Omnichannel.Key Responsibilities
Solution Architecture & DesignLead the architecture, design, and deployment of Dynamics 365 Customer Service / Omnichannel solutions.
Define end-to-end contact center architectures leveraging Dynamics 365, Power Platform, Azure Communication Services, and AI capabilities.Integrate D365 CC with telephony, IVR, chatbots, CRM, ERP, and third-party applications.Technical LeadershipProvide architectural guidance to delivery teams across multiple customer support transformation programs.
Define technical roadmaps, best practices, and standards for scalable and resilient customer service platforms.Conduct design reviews and ensure compliance with security, compliance, and enterprise standards.Implementation & DeliveryDrive end-to-end implementation lifecycle including requirements gathering, solution design, customization, integration, testing, and go-live.
Collaborate with business stakeholders, product owners, and customer experience leaders to translate requirements into technical solutions.Ensure high availability, performance optimization, and SLA adherence for omnichannel platforms.Innovation & OptimizationLeverage AI / ML, Copilot, Power Virtual Agents, and automation to enhance agent productivity and customer experience.
Drive adoption of self-service, chatbots, and intelligent routing to optimize cost-to-serve.Continuously assess new Microsoft Cloud innovations (Fabric, AI Builder, Cognitive Services) for contact center enhancement.Stakeholder EngagementAct as a trusted advisor for business and IT leaders, presenting solution options and value-driven roadmaps.
Manage vendor / partner relationships for telephony, AI, and integration platforms.Deliver executive-level reporting on solution design, KPIs, risks, and program progress.Certifications Needed :
Microsoft Certified : Dynamics 365 Customer Service Functional Consultant AssociateMicrosoft Certified : Power Platform Solution Architect ExpertMicrosoft Certified : Azure Solutions Architect Expert