Dynamics 365 CCaaS Architect

Role : Dynamics 365 CCaaS Architect

Duration : Long Term Contact

Location : Atlanta GA Chicago IL and Vienna VA

Job Description
The Dynamics 365 CCaaS Architect is responsible for the architecture and detailed design of Microsoft based Contact Center as a Service CCaaS solutions leveraging the Dynamics 365 CCaaS ecosystem including Dynamics 365 Customer Service Omni channel voice and digital channels Copilot Studio Power Platform and Azure integration and data services
This role owns the end to end 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