What are the responsibilities and job description for the MS Dynamics Cum Power Apps Architect position at Mergen IT LLC?
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.
Digital Contact Center Transformation Architect
We are looking for a senior, hands-on Digital Contact Center Transformation Architect to own the technical direction and outcomes of a modern, digital contact center platform (the new MS Dynamics 365 Contact Center). This role is focused on driving measurable performance across digital channels (chat, messaging, email), leveraging AI, Copilot, and automation, and serving as a trusted onsite advisor to business and technology stakeholders.
This is not more than a pure Dynamics architect role. While Microsoft Dynamics 365 and the Power Platform are key enablers, success in this role is defined by helping drive business outcomes such as digital containment, customer experience, operational efficiency, and platform strategy.
What You ll Do
- Own Digital Contact Center Outcomes end to end (chat, messaging, and email)
- Lead AI, Copilot, and Automation Strategy
- Architect and Evolve the Digital Contact Center Platform
- Serve as a Trusted Onsite Advisor to Clients
- Integration & Enterprise Enablement
Qualifications for Success:
- 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)
- Copilot Studio experience preferred
- Ability to work onsite in Atlanta 5 days a week