About this role

Lead the end-to-end architecture, design, and technical governance of CCaaS solutions
Own the end-to-end architecture for Dynamics 365-based Contact Center (CCaaS) solutions
Design holistic solutions covering interaction intake, routing, agent experience, orchestration, integrations, security, and operational tooling
Define CCaaS architecture patterns, standards, and guardrails
Translate business and CX requirements into architecture designs that are scalable, maintainable, and secure

12+ years of experience in solution or technical architecture roles
Deep hands-on experience with contact center and customer service platforms
Strong expertise in Dynamics 365 Customer Service and Omnichannel
Proven experience architecting conversational AI and virtual agent solutions using Copilot Studio
Strong Azure integration and security architecture background
Experience designing enterprise-scale, highly available solutions in regulated environments
Excellent communication skills with the ability to influence technical and non-technical stakeholders.

Dynamics 365 Customer Service – Contact Center Architect

Key skills