Microsoft Dynamics 365 Customer Service & Contact Center -Architect - Full Time

Position Title: Senior Solution Architect Microsoft Dynamics 365 CE Customer Service & Contact Center
Location:Remote Work

Long Term

Job Description:

• 15+ years in CRM/Customer Service/Contact Center solutions, with 8+ years in Microsoft Dynamics 365 CE and 5+ years as a Solution/Enterprise Architect.
• Strong expertise in Dynamics 365 Customer Service, Dynamics 365 Contact Center, Dataverse, Power Platform, Power Apps, Power Automate, and Copilot Studio.
• Architect enterprise CCaaS/Contact Center solutions covering Voice, IVR, Omnichannel, Routing, Telephony, Digital Channels, Agent Experience, and Customer Service.
• Hands-on architecture experience with Azure Communication Services, Azure, integrations, APIs, data migration, Power BI/Fabric, security, ALM, and Azure DevOps.
• Experience with AI/GenAI, Copilot Studio, AI Agents, and CCaaS platforms such as Genesys, NICE CXone, Five9, Amazon Connect, Cisco, or Twilio.
• Excellent client-facing leadership skills with experience in discovery workshops, assessments, fit-gap analysis, architecture design, roadmaps, presales, executive presentations, and global delivery.