Dynamics 365 CCaaS & Copilot Studio Architect

Practicing Solution Architect | Enterprise Delivery Role

About the Rol

eWe are looking for a senior, hands‑on Solution Architect to lead the architecture and design of enterprise‑scale Contact Center (CCaaS) solutions built on Microsoft Dynamics 365, Omnichannel, Copilot Studio, Power Platform, and Azure

.This role is ideal for an architect who enjoys staying close to delivery, owning design decisions end‑to‑end, and partnering with stakeholders to modernize customer experience platforms using AI‑driven and omnichannel solutions

.This is not a developer‑only role and not a pre‑sales position — it is a delivery‑focused practicing architect role with real design authority

.
What You’ll

• DoOwn the end‑to‑end architecture for Dynamics 365‑based CCaaS and customer service platfor
• msDesign holistic solutions coverin
• g:Interaction intake and routi
• ngAgent and supervisor experien
• ceOmnichannel workloads (chat, messaging, email, voic
• e)Telephony, IVR, and agent handoff patter
• nsArchitect Copilot Studio and conversational AI solutions, includin
• g:Virtual agents and AI‑assisted interactio
• nsBot‑to‑agent handoff with full context preservati
• onGovernance and responsible AI design patter
• nsTranslate business and CX requirements into scalable, secure, and maintainable architecture desig
• nsDefine architecture standards, patterns, and guardrails to ensure consistency and extensibili
• tyDesign and govern Azure‑based integrations across CRM, identity, telephony, workforce systems, analytics, and systems of reco
• rdEstablish CCaaS data architecture, analytics enablement, and PII/security contro
• lsDefine environment strategy, ALM, and CI/CD across Dev, Test, UAT, and Producti
• onProduce architecture artifacts (HLDs, LLDs, integration diagram
• s)Provide hands‑on technical guidance to delivery teams and support go‑live and stabilizati

on
What We’re Looking

• For10 years of overall IT experience, with deep experience in solution or technical architect
• ure5 years owning solution architecture for enterprise platfo
• rmsStrong hands‑on expertise wi
• th:Dynamics 365 Customer Service & Omnichan
• nelContact Center / CCaaS architectu
• resCopilot Studio / Conversational
• AIPower Platform & Datave
• rseAzure integration and security servi
• cesExperience designing platforms that support contact center KPIs (SLAs, AHT, CSAT, F
• CR)Comfortable operating as a Practicing Solution Architect — hands‑on, delivery‑accountable, design‑authoritat
• iveStrong communication skills and experience working with business, technical, and delivery stakehold

ers
Work Model & Loca

tionThis is a hybrid role, requiring onsite presence at a client location at least three days per week in Atlanta, Chicago, or Vienna (VA). Candidates must be able to support one of these locati

ons.Compensa

tion
💰 Base salary range: $140,000 – $16

9,000📈 Eligible for annual bonus and comprehensive ben

efitsCompensation is based on experience, location, skills, and internal eq

uity.
Why Thi

• s RoleArchitect real CCaaS platforms, not demos or
• pilotsWork at the intersection of CX, AI, and enterprise de
• liveryHigh impact, high visibility architecture own
• ershipStable enterprise environment with modern Microsoft t

ooling✅ No sponsorship ava

ilable✅ U.S. work authorization re

quired
About Capg

emini: Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 b

illion.Make it real | www.capgem

ini.com

Life at C

apgemini:Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees,

we offer:• Flex

ible work• Healthcare including dental, vision, mental health, and well-being

programs• Financial well-being programs such as 401(k) and Employee Share Owner

ship Plan• Paid time off and paid

holidays• Paid paren

tal leave• Family building benefits like adoption assistance, surrogacy, and cryopre

servation• Social well-being benefits like subsidized back-up child/elder care and

tutoring• Mentoring, coaching and learning

programs• Employee Resour

ce Groups• Disast

er Relief

Disclaimer:
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic prote

cted by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an un

due hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recru