Dynamics 365 Contact Center Architect

• Lead end-to-end architecture and design of Dynamics 365 Contact Center (CCaaS) solutions.
• Architect Dynamics 365 Customer Service, Omnichannel, case management, workflows, and agent experience.
• Design Copilot Studio virtual agents, conversational AI, and bot-to-agent handoff.
• Build Azure-based integrations with CRM, telephony, identity, analytics, and enterprise systems.
• Define data, security, governance, ALM, CI/CD, and deployment strategies.
• Produce HLDs, LLDs, architecture standards, and provide technical leadership to delivery teams.
• Drive contact center modernization, customer experience (CX), and AI transformation initiatives.

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• Microsoft Dynamics 365 / CRM architecture experience.
• Hands-on expertise in Dynamics 365 Customer Service and/or Dynamics 365 Contact Center (CCaaS).
• Strong experience with Omnichannel (routing, queues, workstreams, agent desktop).
• Experience with Copilot Studio and conversational AI solutions.
• Power Platform (Power Automate, Power Apps) experience.
• Azure Integration Services (Logic Apps, Functions, API Management, Service Bus).
• Azure security (Entra ID, Key Vault, RBAC, Managed Identities).
• CI/CD, ALM, Dataverse, enterprise architecture, and governance.
• Strong client-facing, consulting, and stakeholder management skills.
• Contact Center / Customer Service transformation experience.

Dynamics 365 Contact Center Architect1Azure,Power Platform,Omnichannel,Dynamics 365 Contact Center (CCaaS),customer experience (CX)N/AFull TImeUnited States