Role: Dynamics 365 CCaaS & Copilot Studio Architect
Location: Need local to Atlanta/Chicago/Vienna - Hybrid
Role Overview
The Dynamics 365 CCaaS Architect is responsible for the end-to-end architecture and technical design of Microsoft-based Contact Center as a Service (CCaaS) solutions. This role leverages the Dynamics 365 ecosystem, including Customer Service, Omnichannel (voice and digital), Copilot Studio, Power Platform, and Azure integration services, ensuring a scalable, secure, and enterprise-grade contact center platform.
Key Responsibilities
- Own and design the end-to-end Dynamics 365 CCaaS solution architecture.
- Translate business and customer experience requirements into scalable, secure technical designs.
- Architect solutions across Dynamics 365 Customer Service, Omnichannel (chat, messaging, email, voice/telephony), and Copilot Studio.
- Design AI-driven solutions, including virtual agents, conversational flows, and seamless bot-to-agent handoffs.
- Define integration architecture with enterprise systems using Azure-based integration services.
- Design CCaaS data architecture, analytics, and reporting while ensuring data governance and privacy.
- Define and validate non-functional requirements (performance, availability, security, compliance).
- Establish environment strategy, ALM, CI/CD, and deployment architectures.
- Provide hands-on technical leadership, documentation, and governance support throughout delivery and go-live.
Qualifications
- 12+ years of experience in solution or technical architecture, with a strong focus on CCaaS and CRM platforms.
- Proven hands-on experience architecting Dynamics 365 CCaaS solutions.
- Strong expertise in Copilot Studio and conversational AI within contact center environments.
- Deep experience with Azure integration architecture and cloud-based solutions.
- Solid understanding of contact center operations, routing, and performance metrics.
- Experience in large-scale or regulated enterprise environments preferred.
- Strong documentation and stakeholder communication skills.
- Microsoft certifications (Dynamics 365, Power Platform, or Azure) are a plus.
| Thanks and Regards, Saurabh Chaudhary |
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| Senior Technical Recruiter |
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| Office: Ext: 2197 |
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SYSMIND is an Equal Employment Opportunity employer. All qualified applicants will be considered for employment without any discrimination. All applicants will be evaluated solely based on their ability, competence, and performance of the essential functions of their positions. We promote and support a diverse workforce at all levels in the company.
SYSMIND LLC is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without any discrimination. We promote and support a diverse workforce at all levels in the company. All job offers are contingent upon completion of a satisfactory background check and reference checks. Additionally passing the drug test may also be required. All contractors intending to work on SYSMIND's W2 are "at will" employees.
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