Dynamics 365 CCaaS & Copilot Studio Architect

• 12+ years of experience in solution or technical architecture roles
• Deep handson experience with contact center and customer service platforms
• Strong expertise in Dynamics 365 Customer Service and Omnichannel
• Proven experience architecting conversational AI and virtual agent solutions using Copilot Studio
• Strong Azure integration and security architecture background
• Experience designing enterprisescale, highly available solutions in regulated environments
• Excellent communication skills with the ability to influence technical and nontechnical stakeholders

• Own the endtoend architecture for Dynamics 365based Contact Center (CCaaS) solutions
• Design holistic solutions covering interaction intake, routing, agent experience, orchestration, integrations, security, and operational tooling
• Define CCaaS architecture patterns, standards, and guardrails to ensure platform consistency and extensibility
• Translate business and CX requirements into architecture designs that are scalable, maintainable, and secure

Dynamics 365 Platform Design

• Architect solutions across Dynamics 365 Customer Service including:
  • Case management, workflows, automation, SLAs, and knowledge management
• Design Omnichannel capabilities such as chat, messaging, email, and unified agent desktop workloads
• Architect voice and telephony integrations including routing, IVR, call handling, and recordings (where applicable)
• Design agent and supervisor experiences with queues, skillsbased routing, and performance visibility
• Ensure designs support operational KPIs such as service level, AHT, FCR, CSAT, and containment

Copilot Studio & AI Architecture

• Architect Copilot Studiobased virtual agent and conversational AI solutions
• Design conversational flows, orchestration patterns, and AIassisted customer and agent interactions
• Define bottoagent handoff patterns with contextual awareness and escalation logic
• Establish AI integration patterns for selfservice, agent assist, knowledge surfacing, and automation
• Apply responsible AI, governance, and compliance principles

Integration Architecture

• Design endtoend integrations between CCaaS platforms and enterprise systems using Azurebased integration services
• Define interface contracts, canonical data models, and transformation logic
• Architect integrations across CRM, identity, telephony, workforce management, quality and recording systems, analytics platforms, and downstream systems of record
• Ensure integrations meet resiliency, performance, security, and scalability requirements

Data, Security & NonFunctional Requirements

• Design CCaaS data architecture across Dataverse, interaction metadata, transcripts, cases, and operational metrics
• Define data governance, privacy, retention, and lineage controls, including PII protection
• Design security architecture using Microsoft Entra ID, rolebased access control, managed identities, Key Vault, and leastprivilege principles
• Define and validate nonfunctional requirements including availability, scalability, performance, and disaster recovery

Environment, ALM & Delivery Governance

• Define environment strategies across development, test, UAT, preproduction, and production
• Establish ALM and CI/CD patterns for Dynamics 365, Power Platform, Copilot Studio, and Azure components
• Produce and own architectural artifacts including HLDs, LLDs, integration designs, and solution standards
• Review implementations for architecture alignment and prevent design drift
• Provide handson technical guidance to delivery teams and support cutover, golive, and stabilization