Dynamics 365 CCaaS & Copilot Studio Architect - NY, GA and IL (Fulltime Role)

Role Name: Dynamics 365 CCaaS & Copilot Studio Architect

Location: New York, NY | Atlanta, GA | Chicago, IL (Onsite)

Duration: Fulltime

Must be legally authorized to work in the United States without current or future employer sponsorship

Role Overview

Client is seeking a Dynamics 365 CCaaS & Copilot Studio Architect to lead the end to end architecture, design, and technical governance of enterprise scale contact center and customer experience (CX) solutions built on the Microsoft ecosystem.

This role is responsible for translating business and CX requirements into secure, scalable, and highly available CCaaS architectures, while providing hands on architectural leadership across solution design, integrations, AI enablement, and deployment.

Key Responsibilities

CCaaS & CX Architecture

• Own the end to end architecture for Dynamics 365 based Contact Center (CCaaS) solutions
• Design holistic solutions covering interaction intake, routing, agent experience, orchestration, integrations, security, and operational tooling
• Define CCaaS architecture patterns, standards, and guardrails to ensure platform consistency and extensibility
• Translate business and CX requirements into architecture designs that are scalable, maintainable, and secure
  
  

Dynamics 365 Platform Design

• Architect solutions across Dynamics 365 Customer Service including:
• Case management, workflows, automation, SLAs, and knowledge management
• Design Omnichannel capabilities such as chat, messaging, email, and unified agent desktop workloads
• Architect voice and telephony integrations including routing, IVR, call handling, and recordings (where applicable)
• Design agent and supervisor experiences with queues, skills based routing, and performance visibility
• Ensure designs support operational KPIs such as service level, AHT, FCR, CSAT, and containment
  

Copilot Studio & AI Architecture

• Architect Copilot Studio based virtual agent and conversational AI solutions
• Design conversational flows, orchestration patterns, and AI assisted customer and agent interactions
• Define bot to agent handoff patterns with contextual awareness and escalation logic
• Establish AI integration patterns for self service, agent assist, knowledge surfacing, and automation
• Apply responsible AI, governance, and compliance principles
  
  

Integration Architecture

• Design end to end integrations between CCaaS platforms and enterprise systems using Azure based integration services
• Define interface contracts, canonical data models, and transformation logic
• Architect integrations across CRM, identity, telephony, workforce management, quality and recording systems, analytics platforms, and downstream systems of record
• Ensure integrations meet resiliency, performance, security, and scalability requirements
  
  

Data, Security & Non Functional Requirements

• Design CCaaS data architecture across Dataverse, interaction metadata, transcripts, cases, and operational metrics
• Define data governance, privacy, retention, and lineage controls, including PII protection
• Design security architecture using Microsoft Entra ID, role based access control, managed identities, Key Vault, and least privilege principles
• Define and validate non functional requirements including availability, scalability, performance, and disaster recovery
  
  

Environment, ALM & Delivery Governance

• Define environment strategies across development, test, UAT, pre production, and production
• Establish ALM and CI/CD patterns for Dynamics 365, Power Platform, Copilot Studio, and Azure components
• Produce and own architectural artifacts including HLDs, LLDs, integration designs, and solution standards
• Review implementations for architecture alignment and prevent design drift
• Provide hands on technical guidance to delivery teams and support cutover, go live, and stabilization
  
  

Required Qualifications

• 12 years of experience in solution or technical architecture roles
• Deep hands on experience with contact center and customer service platforms
• Strong expertise in Dynamics 365 Customer Service and Omnichannel
• Proven experience architecting conversational AI and virtual agent solutions using Copilot Studio
• Strong Azure integration and security architecture background
• Experience designing enterprise scale, highly available solutions in regulated environments
• Excellent communication skills with the ability to influence technical and non technical stakeholders
  
  

Preferred Qualifications

• Large scale CCaaS modernization or transformation experience
• Power Platform architecture and governance experience
• Experience working in complex enterprise or financial services environments
  
  

Best Regards,

Chetna

Chetna@smartcaliber.com

www.smartcaliber.com

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