Dynamics 365 CCCaas & Copilot Studio Architect

Title: Dynamics 365 CCCaas & Copilot Studio Architect

Location: Atlanta, GA (Hybrid)

Position: Contract

Job Description

The Dynamics 365 CCaaS Architect is responsible for the architecture and detailed design of Microsoftbased Contact Center as a Service CCaaS solutions leveraging the Dynamics 365 CCaaS ecosystem including Dynamics 365 Customer Service Omnichannel voice and digital channels Copilot Studio Power Platform and Azure integration and data services

This role owns the endtoend CCaaS solution architecture ensuring seamless interaction handling across channels scalable integrations secure data flows and a performant enterprisegrade contact center platform The architect provides handson technical leadership translating solution intent into implementable designs while aligning with enterprise architecture standards

Responsibilities

CCaaS Solution Architecture Design

• Own the endtoend architecture for the Dynamics 365 CCaaS platform encompassing all contact center components and channels
• Design holistic CCaaS solutions covering interaction intake routing agent experience orchestration integrations data security and operational tooling
• Translate business and CX requirements into detailed CCaaS solution designs that are scalable maintainable and secure
• Define CCaaSspecific architecture patterns standards and guardrails to ensure platform consistency and extensibility

Dynamics 365 CCaaS Platform Components

• Architect solutions across key Dynamics 365 CCaaS components including
• Dynamics 365 Customer Service case management knowledge SLAs automation
• Omnichannel chat messaging email agent session management
• Voice and telephony integrations routing IVR call handling recordings where applicable
• Design agent and supervisor experiences including unified desktop workloads queues skills and routing strategies
• Ensure CCaaS designs support operational KPIs such as service levels AHT FCR CSAT and containment

Copilot Studio AI Architecture

• Architect Copilot Studiobased CCaaS solutions including virtual agents conversational flows orchestration and AIassisted interactions
• Design bottoagent handoff patterns with full context preservation and escalation logic
• Define AI integration patterns for selfservice agent assist knowledge surfacing and automation applying responsible AI and governance principles

Integration Architecture

• Design endtoend integration architecture between the CCaaS platform and enterprise systems using Azurebased integration services
• Define interface contracts canonical data models mappings and transformation logic
• Design integration patterns for CRM identity telephony WFMWEM QArecording knowledge systems analytics platforms and downstream systems of record
• Ensure integrations meet resiliency latency security and scalability requirements

Data Architecture Analytics

• Design CCaaS data architecture across Dataverse interaction metadata transcripts case data customer context and operational metrics
• Define data governance retention lineage and privacy controls especially for PII and regulated data
• Enable analytics and reporting through wellstructured data models and integration with enterprise BI platforms

Security NFRs Compliance

• Define and validate nonfunctional requirements including availability scalability performance security privacy and disaster recovery
• Design CCaaS security architecture leveraging Microsoft Entra ID RBAC managed identities Key Vault and leastprivilege access
• Ensure CCaaS designs comply with enterprise security risk and compliance requirements

Environment ALM Deployment Architecture

• Define environment and deployment architecture across dev test UAT preprod and production environments
• Establish ALM and CICD design patterns for Dynamics 365 Power Platform Copilot Studio and Azure components
• Design solution packaging configuration management deployment sequencing and rollback strategies to support stable releases
• Technical Design Governance Delivery Support
• Produce and own solution architecture HLDs LLDs integration specs sequence diagrams and configuration standards
• Review and validate builds against approved designs preventing architecture drift
• Provide handson technical guidance to development and configuration teams throughout implementation
• Support cutover golive and stabilization from a CCaaS architecture perspective

Qualifications

• 12 years of experience in solution or technical architecture with strong focus on contact center and CRM platforms
• Proven handson experience architecting Dynamics 365 CCaaS solutions spanning Customer Service Omnichannel voicedigital channels and Power Platform
• Strong experience with Copilot Studio and conversational AI solutions within a contact center context
• Deep expertise in Azure integration architecture and cloudbased solution design
• Solid understanding of contact center operations channels routing and performance metrics
• Experience designing CCaaS solutions in largescale or regulated enterprise environments preferred
• Strong technical documentation and stakeholder communication skills
• Microsoft certifications in Dynamics 365 Power Platform or Azure preferred