Dynamics 365 Customer Service & Contact Center

Remote • Posted 1 hour ago • Updated 1 hour ago
Contract W2
Contract Independent
6 Months
No Travel Required
Remote
Depends on Experience
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Dynamics 365 Customer Service
  • Dynamics 365 Contact Center
  • Omnichannel
  • Power Platform
  • Dataverse
  • Copilot Studio
  • AI

Summary

Job Summary:
Seeking a Solution Architect with strong hands-on experience in Microsoft Dynamics 365 Customer Service and Dynamics 365 Contact Center/Omnichannel. The architect will lead enterprise solution design, architecture, integrations, AI/Copilot, security, and deployment for customer service and contact center solutions.

Key Skills:

  • 8+ years of Dynamics 365/CRM experience; 5+ years in Solution/Technical Architecture.
  • Strong Dynamics 365 Customer Service – Case Management, SLAs, Entitlements, Knowledge Management, Customer Service Workspace.
  • Strong Dynamics 365 Contact Center / Omnichannel – Voice, IVR, Unified Routing, Workstreams, Queues, Skills/Capacity-based Routing, Chat & Digital Channels.
  • Microsoft Power Platform – Dataverse, Power Apps, Power Automate.
  • Copilot Studio / AI – Conversational AI, bots/agents, self-service and agent-assist solutions.
  • Enterprise integrations using Dataverse APIs, REST APIs, Azure Functions, Logic Apps, Service Bus.
  • Strong knowledge of Dynamics 365 security, data architecture, ALM, DevOps, and environment management.
  • Experience leading architecture workshops and translating business requirements into scalable enterprise solutions.
  • Excellent communication and stakeholder management skills.

Preferred: Azure Communication Services, Teams Phone/PSTN, third-party CCaaS, contact center migration/modernization, Azure DevOps/CI/CD, and Microsoft Dynamics/Power Platform certifications.

Note: Must have strong hands-on Dynamics 365 Customer Service + Contact Center/Omnichannel Architecture experience.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91172961
  • Position Id: 9072501
  • Posted 1 hour ago
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Vinay Karapa

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