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Position : MS Dynamics 365 Contact Center (Call Center) Solution Architect
Location: Onsite , Atlanta, GA.
Fulltime position
Job Description:
Mandate skills:
Position : MS Dynamics 365 Contact Center (Call Center) Solution Architect
Location: Onsite , Atlanta, GA.
Fulltime position
Job Description:
Mandate skills:
- Candidate should have proven experience in the Contact Center module as this is a mandatory requirement.
- Expertise in Power Platforms—including Power Apps, Power Automate, and Power BI—is essential.
- Experience in Customer Service is also a must-have for this role.
- Familiarity with CO-Pilot Studio would be considered an advantage.
- 5 years designing or leading digital contact center solutions
- Direct ownership of MS Dynamics 365 chat, messaging, and email channel platform
- Proven delivery against AHT, containment/deflection, CSAT, and cost per interaction
- Hands-on experience implementing conversational AI, Copilot, or virtual agents
- Experience with digital deflection strategies (self-service, bots, automation)
- Microsoft ecosystem experience including: Dynamics 365 Customer Service / Omnichannel and Power Platform (Power Automate, Power Apps, Power BI)