Dynamics 365 CCaaS & Copilot Studio Architect

Title: Dynamics 365 CCaaS & Copilot Studio Architect

Location: New York City, NY , Washington, DC , Boston / Cambridge, Raleigh Durham & Philadelphia (Hybrid)

Position: Contract

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.