Role: Dynamics 365 CCaaS & Copilot Studio Architect
Location: Atlanta, GA / Chicago, IL / Vienna, VA / New York City, NY / Northern New Jersey / Washington, DC / Northern Virginia / Boston / Cambridge, MA / Raleigh–Durham, NC /Philadelphia, PA
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.
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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