Dynamics 365 Contact Center Architect
Cleveland, Ohio
Role Summary
The Dynamics 365 Contact Center Architect is responsible for designing, governing, and delivering enterprise‑scale Contact Center and Customer Service solutions built on Microsoft Dynamics 365 Contact Center, Customer Service, Power Platform, Azure, and Teams.
The role combines solution architecture, CCaaS modernization, AI‑driven service design, and client‑facing leadership, with accountability for end‑to‑end technical architecture across self‑service, assisted service, workforce optimization, and supervisor experiences.
Required Skills & Experience
Core Experience
12+ years in Microsoft Dynamics 365 / CRM architecture
3+ years in Contact Center or Customer Service transformation programs
Strong experience with Dynamics 365 Contact Center and/or Customer Service Omnichannel
Technical Skills
Dynamics 365 Customer Service, Contact Center, Dataverse
Power Platform (Power Apps, Power Automate, Copilot Studio)
Azure integration services (Functions, Logic Apps, Service Bus, API Management)
Omnichannel routing, IVR, bots, CTI, Teams integration
Reporting & insights using Power BI, Customer Service Insights
DevOps, CI/CD, environment strategy, and ALM
Domain & Soft Skills
Strong understanding of Contact Center operations and KPIs
Financial Services or regulated industry experience preferred
Excellent client‑facing, storytelling, and stakeholder management skills
Ability to translate business outcomes into technical architecture
Key Responsibilities
Solution & Architecture Leadership
Define end‑to‑end Dynamics 365 Contact Center architecture across voice, digital channels, case management, knowledge, WFM, and analytics
Design Copilot‑first service experiences including virtual agents, agent assist, case summarization, and supervisor insights
Own architecture decisions for omnichannel routing, IVR, bots, CTI/telephony, and Teams Phone integration
Establish scalable, secure, and compliant architectures suitable for regulated Financial Services environments
Contact Center & Service Capabilities
Architect self‑service (virtual agents, conversational IVR) and agent‑assisted service experiences
Design agent desktop experiences using Dynamics 365, Power Apps, and embedded Copilot
Enable supervisor capabilities including monitoring, whisper/barge‑in, forecasting, scheduling, and performance insights
Drive KPI alignment to AHT, FCR, CSAT/NPS, containment, and cost‑to‑serve
Integration & Platform Architecture
Define integration patterns using Azure Functions, Logic Apps, Service Bus, APIs, and Dataverse
Integrate with core banking / policy / claims / CRM / data platforms
Lead data migration, customer 360 design, and event‑driven architectures
Ensure seamless coexistence with existing CRMs or legacy CCaaS platforms (rip‑and‑replace or hybrid models)
Delivery, Governance & Pre‑Sales
Act as technical authority across delivery programs and pursuits
Lead architecture workshops, solution blueprints, and PoCs
Support RFP/RFQ responses, estimations, and client presentations
Mentor architects and engineering teams; enforce best practices and Microsoft product roadmaps
Preferred / Good to Have
Experience with Copilot, Generative AI, and AI‑assisted service design
Workforce Management (forecasting, scheduling, QA) exposure
Experience modernizing legacy CCaaS platforms
Microsoft certifications (Dynamics 365, Power Platform, Azure)
The Dynamics 365 Contact Center Architect is responsible for designing, governing, and delivering enterprise‑scale Contact Center and Customer Service solutions built on Microsoft Dynamics 365 Contact Center, Customer Service, Power Platform, Azure, and Teams.
The role combines solution architecture, CCaaS modernization, AI‑driven service design, and client‑facing leadership, with accountability for end‑to‑end technical architecture across self‑service, assisted service, workforce optimization, and supervisor experiences.
Required Skills & Experience
Core Experience
12+ years in Microsoft Dynamics 365 / CRM architecture
3+ years in Contact Center or Customer Service transformation programs
Strong experience with Dynamics 365 Contact Center and/or Customer Service Omnichannel
Technical Skills
Dynamics 365 Customer Service, Contact Center, Dataverse
Power Platform (Power Apps, Power Automate, Copilot Studio)
Azure integration services (Functions, Logic Apps, Service Bus, API Management)
Omnichannel routing, IVR, bots, CTI, Teams integration
Reporting & insights using Power BI, Customer Service Insights
DevOps, CI/CD, environment strategy, and ALM
Domain & Soft Skills
Strong understanding of Contact Center operations and KPIs
Financial Services or regulated industry experience preferred
Excellent client‑facing, storytelling, and stakeholder management skills
Ability to translate business outcomes into technical architecture
Key Responsibilities
Solution & Architecture Leadership
Define end‑to‑end Dynamics 365 Contact Center architecture across voice, digital channels, case management, knowledge, WFM, and analytics
Design Copilot‑first service experiences including virtual agents, agent assist, case summarization, and supervisor insights
Own architecture decisions for omnichannel routing, IVR, bots, CTI/telephony, and Teams Phone integration
Establish scalable, secure, and compliant architectures suitable for regulated Financial Services environments
Contact Center & Service Capabilities
Architect self‑service (virtual agents, conversational IVR) and agent‑assisted service experiences
Design agent desktop experiences using Dynamics 365, Power Apps, and embedded Copilot
Enable supervisor capabilities including monitoring, whisper/barge‑in, forecasting, scheduling, and performance insights
Drive KPI alignment to AHT, FCR, CSAT/NPS, containment, and cost‑to‑serve
Integration & Platform Architecture
Define integration patterns using Azure Functions, Logic Apps, Service Bus, APIs, and Dataverse
Integrate with core banking / policy / claims / CRM / data platforms
Lead data migration, customer 360 design, and event‑driven architectures
Ensure seamless coexistence with existing CRMs or legacy CCaaS platforms (rip‑and‑replace or hybrid models)
Delivery, Governance & Pre‑Sales
Act as technical authority across delivery programs and pursuits
Lead architecture workshops, solution blueprints, and PoCs
Support RFP/RFQ responses, estimations, and client presentations
Mentor architects and engineering teams; enforce best practices and Microsoft product roadmaps
Preferred / Good to Have
Experience with Copilot, Generative AI, and AI‑assisted service design
Workforce Management (forecasting, scheduling, QA) exposure
Experience modernizing legacy CCaaS platforms
Microsoft certifications (Dynamics 365, Power Platform, Azure)
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Sripada Amarthya
(Amarthya)
Technical Recruiter
+1 732 466 2860 Ext : 6136
Direct Number : +1 7324662860
 
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