Sr Dynamics 365 Contact Center CCaaS/Customer Service Lead/Architect

Job Title: Senior Dynamics 365 Contact Center CCaaS / Customer Service Lead Architect
Location: Atlanta, GA
Jobe Type: 6 months Contract to Hire
Work Model: Onsite – Full-Time

Job Summary
We are seeking a Senior Dynamics 365 Contact Center / Customer Service Lead Architect to serve as the primary technical owner of a Dynamics 365 Customer Service and Contact Center platform. This individual will partner closely with a functional, non-technical Product Owner and will be responsible for day-to-day platform ownership, backlog execution, and ongoing support.
This is a hands-on lead role requiring deep expertise in Microsoft Dynamics 365 Contact Center (CCaaS), strong configuration skills, and the ability to collaborate effectively with business stakeholders. The role is time-sensitive and requires an experienced professional who can step in quickly and provide stability and leadership for the platform.

Key Responsibilities

• Own and support the day-to-day operation of the Microsoft Dynamics 365 Customer Service and Contact Center platform
• Enhance, configure, maintain, and fully support the Dynamics 365 environment
• Partner closely with a functional, non-technical Product Owner to refine and clear the backlog
• Lead platform configuration and light development efforts, including:
• Queues, routing rules, skills, workstreams, and agent experiences
• Automation using Power Platform where appropriate
• Act as the lead technical point of contact for platform-related issues, enhancements, and solutioning
• Drive issue resolution and solution delivery in collaboration with cross-functional stakeholders
• Provide technical leadership and guidance while working alongside non-technical collaborators

• Extensive hands-on experience with Microsoft Dynamics 365, specifically Dynamics 365 Customer Service and Contact Center (CCaaS)
• Strong experience with platform configuration and support, including routing, queues, skills, workstreams, and agent experience design
• Experience performing light development and automation using the Power Platform
• Proven ability to operate in a lead technical role while partnering with non-technical product owners and stakeholders
• Excellent communication, collaboration, and leadership skills
• Ability to work onsite, full-time in Atlanta, GA

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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