Description

Own the technical direction and outcomes of a modern digital contact center platform built on MS Dynamics 365.

This role is on-site.

Responsibilities

• Lead AI, Copilot, and automation strategy to drive measurable performance metrics.
• Architect and evolve the digital contact center platform using Microsoft Dynamics 365 and Power Platform.
• Drive digital deflection strategies including self-service, bots, and conversational AI.
• Own digital contact center outcomes end-to-end across chat, messaging, and email channels.
• Serve as a trusted onsite advisor to business and technology stakeholders in Atlanta.

Required Skills

• 9+ years designing or leading digital contact center solutions.
• Direct ownership of MS Dynamics 365 chat, messaging, and email channel platforms.
• Proven delivery against AHT, containment/deflection, CSAT, and cost per interaction.
• Hands-on experience implementing conversational AI, Copilot, or virtual agents.
• Experience with Microsoft Dynamics 365 Customer Service / Omnichannel.
• Experience with Power Platform (Power Automate, Power Apps, Power BI).
• Bachelor's degree in a relevant field.

Preferred Skills

• Copilot Studio experience.
• Experience with digital deflection strategies.

Key Skills

Education

Bachelor's degree