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.

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