Dynamics 365 Architect

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 / Omnichannel
  • Power Platform (Power Apps, Power Automate, Power BI, Power Virtual Agents)
  • Azure Communication Services, Azure Cognitive Services
  • Cloud 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 & Design
  • Lead 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 Leadership
  • Provide 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 & Delivery
  • Drive 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 & Optimization
  • Leverage 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 Engagement
  • Act 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 Associate
• Microsoft Certified: Power Platform Solution Architect Expert
• Microsoft Certified: Azure Solutions Architect Expert

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