Description

You will own the end-to-end architecture for the Dynamics 365 CCaaS platform, designing scalable, secure solutions across all contact center components and channels. You translate business requirements into detailed designs for interaction intake, routing, agent experience, and operational tooling.

Responsibilities

• Architect solutions across Dynamics 365 Customer Service, Omnichannel, Voice, and Power Platform components, ensuring support for key operational KPIs.
• Design Copilot Studio-based CCaaS solutions, including virtual agents, conversational flows, and bot-to-agent handoff patterns with context preservation.
• Define end-to-end integration architecture using Azure services, establishing interface contracts and patterns for CRM, telephony, and downstream systems.
• Establish environment and deployment architectures with ALM and CI/CD design patterns for Dynamics 365, Power Platform, and Azure components.
• Produce solution architecture documentation (HLDs, LLDs) and provide technical guidance to development teams to prevent architecture drift.

Required Skills

• 12+ years of experience in solution or technical architecture with a focus on contact center and CRM platforms.
• Proven hands-on experience architecting Dynamics 365 CCaaS solutions, including Customer Service and Omnichannel.
• Strong expertise in Copilot Studio and conversational AI solutions within a contact center context.
• Deep knowledge of Azure integration architecture and cloud-based solution design.
• Experience defining data architecture, governance, and security for PII and regulated data in Dataverse.
• Ability to define non-functional requirements including availability, scalability, and disaster recovery.

Preferred Skills

• Experience with Microsoft Entra ID, RBAC, and Key Vault for CCaaS security architecture.

Key Skills

Education

Any Gradute