Dynamics 365 Customer Service & Contact Center Architect

About the Role

We 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 Do

• Own the end‑to‑end architecture for Dynamics 365‑based CCaaS and customer service platforms
• Design holistic solutions covering:
• Interaction intake and routing
• Agent and supervisor experience
• Omnichannel workloads (chat, messaging, email, voice)
• Telephony, IVR, and agent handoff patterns
• Architect Copilot Studio and conversational AI solutions, including:
• Virtual agents and AI‑assisted interactions
• Bot‑to‑agent handoff with full context preservation
• Governance and responsible AI design patterns
• Translate business and CX requirements into scalable, secure, and maintainable architecture designs
• Define architecture standards, patterns, and guardrails to ensure consistency and extensibility
• Design and govern Azure‑based integrations across CRM, identity, telephony, workforce systems, analytics, and systems of record
• Establish CCaaS data architecture, analytics enablement, and PII/security controls
• Define environment strategy, ALM, and CI/CD across Dev, Test, UAT, and Production
• Produce architecture artifacts (HLDs, LLDs, integration diagrams)
• Provide hands‑on technical guidance to delivery teams and support go‑live and stabilization

What We’re Looking For

• 10 years of overall IT experience, with deep experience in solution or technical architecture
• 5 years owning solution architecture for enterprise platforms
• Strong hands‑on expertise with:
• Dynamics 365 Customer Service & Omnichannel
• Contact Center / CCaaS architectures
• Copilot Studio / Conversational AI
• Power Platform & Dataverse
• Azure integration and security services
• Experience designing platforms that support contact center KPIs (SLAs, AHT, CSAT, FCR)
• Comfortable operating as a Practicing Solution Architect — hands‑on, delivery‑accountable, design‑authoritative
• Strong communication skills and experience working with business, technical, and delivery stakeholders

💰 Base salary range: $160,000 – $200,000

📈 Eligible for annual bonus and comprehensive benefits

Compensation is based on experience, location, skills, and internal equity.

Why This Role

• Architect real CCaaS platforms, not demos or pilots
• Work at the intersection of CX, AI, and enterprise delivery
• High impact, high visibility architecture ownership
• Stable enterprise environment with modern Microsoft tooling

✅ No sponsorship available

✅ U.S. work authorization required

About Capgemini:

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 billion.

Make it real | www.capgemini.com

Life at Capgemini:

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

• Flexible work

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

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

• Paid time off and paid holidays

• Paid parental leave

• Family building benefits like adoption assistance, surrogacy, and cryopreservation

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

• Mentoring, coaching and learning programs

• Employee Resource Groups

• Disaster 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 protected 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 undue hardship.

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