Dynamics 365 Customer Service & Contact Center

Job Summary:
Seeking a Solution Architect with strong hands-on experience in Microsoft Dynamics 365 Customer Service and Dynamics 365 Contact Center/Omnichannel. The architect will lead enterprise solution design, architecture, integrations, AI/Copilot, security, and deployment for customer service and contact center solutions.

Key Skills:

• 8+ years of Dynamics 365/CRM experience; 5+ years in Solution/Technical Architecture.
• Strong Dynamics 365 Customer Service – Case Management, SLAs, Entitlements, Knowledge Management, Customer Service Workspace.
• Strong Dynamics 365 Contact Center / Omnichannel – Voice, IVR, Unified Routing, Workstreams, Queues, Skills/Capacity-based Routing, Chat & Digital Channels.
• Microsoft Power Platform – Dataverse, Power Apps, Power Automate.
• Copilot Studio / AI – Conversational AI, bots/agents, self-service and agent-assist solutions.
• Enterprise integrations using Dataverse APIs, REST APIs, Azure Functions, Logic Apps, Service Bus.
• Strong knowledge of Dynamics 365 security, data architecture, ALM, DevOps, and environment management.
• Experience leading architecture workshops and translating business requirements into scalable enterprise solutions.
• Excellent communication and stakeholder management skills.

Preferred: Azure Communication Services, Teams Phone/PSTN, third-party CCaaS, contact center migration/modernization, Azure DevOps/CI/CD, and Microsoft Dynamics/Power Platform certifications.

Note: Must have strong hands-on Dynamics 365 Customer Service + Contact Center/Omnichannel Architecture experience.