Dynamics 365 Architect Customer Service / Contact Center

Position: Dynamics 365 Architect Customer Service / Contact Center
Location: Fully remote

Role Overview

We are seeking an experienced Dynamics 365 Architect with a strong specialization in the Customer Service / Contact Center module to design, implement, and optimize enterprise-scale customer engagement platforms. The ideal candidate will have deep expertise in Dynamics 365 Customer Service, Omnichannel, Power Platform, and Azure Communication Services, and will play a critical role in driving digital transformation for customer support operations.

Key Responsibilities

Solution Architecture & Design
o Lead the architecture, design, and deployment of Dynamics 365 Customer Service / Omnichannel solutions.
o Define end-to-end contact center architectures leveraging Dynamics 365, Power Platform, Azure Communication Services, and AI capabilities.
o Integrate D365 CC with telephony, IVR, chatbots, CRM, ERP, and third-party applications.
Technical Leadership
o Provide architectural guidance to delivery teams across multiple customer support transformation programs.
o Define technical roadmaps, best practices, and standards for scalable and resilient customer service platforms.
o Conduct design reviews and ensure compliance with security, compliance, and enterprise standards.
Implementation & Delivery
o Drive end-to-end implementation lifecycle including requirements gathering, solution design, customization, integration, testing, and go-live.
o Collaborate with business stakeholders, product owners, and customer experience leaders to translate requirements into technical solutions.
o Ensure high availability, performance optimization, and SLA adherence for omnichannel platforms.
Innovation & Optimization
o Leverage AI/ML, Copilot, Power Virtual Agents, and automation to enhance agent productivity and customer experience.
o Drive adoption of self-service, chatbots, and intelligent routing to optimize cost-to-serve.
o Continuously assess new Microsoft Cloud innovations (Fabric, AI Builder, Cognitive Services) for contact center enhancement.
Stakeholder Engagement
o Act as a trusted advisor for business and IT leaders, presenting solution options and value-driven roadmaps.
o Manage vendor/partner relationships for telephony, AI, and integration platforms.
o Deliver executive-level reporting on solution design, KPIs, risks, and program progress.

Required Skills & Experience
10+ years of experience in CRM/Contact Center solutions, with at least 5 years in Dynamics 365 Customer Service/Omnichannel.
Proven track record of architecting and delivering large-scale customer service/contact center transformations.
Strong hands-on knowledge of:
o Microsoft Dynamics 365 Customer Service / Omnichannel
o Power Platform (Power Apps, Power Automate, Power BI, Power Virtual Agents)
o Azure Communication Services, Azure Cognitive Services
o Cloud Contact Center integrations (Genesys, Cisco, Avaya, NICE, Five9, etc.)
Deep understanding of case management, SLA/KPI tracking, routing rules, agent desktops, knowledge management.
Experience with AI-powered customer service (chatbots, generative AI, predictive routing).
Strong knowledge of security, compliance, and data governance (GDPR, PCI DSS, ISO standards).
Certifications preferred:
o Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
o Microsoft Certified: Power Platform Solution Architect Expert
o Microsoft Certified: Azure Solutions Architect Expert

Soft Skills
Strong leadership and stakeholder management skills.
Excellent communication and presentation ability (executive and technical audiences).
Ability to balance innovation vs. cost/risk in enterprise solutions.
Strong problem-solving, conflict resolution, and vendor negotiation skills.