Dynamics 365 Customer Service & Contact Center Architect

Dynamics 365 CCaaS & Copilot Studio Architect

Employment Type: FullTime
Work Authorization: US Authorized (No sponsorship)

Note: We have 2 additional positions open in Chicago IL, and Atlanta GA with this same skill set!

Compensation Range: $160,000 - 200,000 plus a 20% bonus and excellent benefits!

Position Overview

We are seeking a Dynamics 365 CCaaS & Copilot Studio Architect to own the endtoend architecture and design of enterprisegrade contact center solutions built on Microsoft Dynamics 365, Omnichannel, Copilot Studio, Power Platform, and Azure.

This role is responsible for translating customer experience (CX) and business requirements into scalable, secure, and highly available CCaaS architectures, while providing handson technical leadership throughout delivery.

Key Responsibilities CCaaS Solution Architecture

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

Dynamics 365 CCaaS Platform Design

Architect solutions across:

• Dynamics 365 Customer Service (case management, knowledge, SLAs, workflows, automation)
• Omnichannel workloads (chat, messaging, email, agent session management)
• Voice and telephony integrations (routing, IVR, call handling, recordings where applicable)
• Agent and supervisor experiences (unified desktop, queues, skillsbased routing)
• KPI alignment (Service Levels, AHT, FCR, CSAT, containment)

Copilot Studio & AI Architecture

• Architect Copilot Studiobased virtual agents for selfservice and assisted service
• Design conversational flows, orchestration, and AIassisted interactions
• Define bottoagent handoff patterns with full context preservation
• Establish AI integration patterns for:
• Selfservice and containment
• Agent assist and knowledge surfacing
• Automation and workflow acceleration
• Apply Responsible AI, governance, and security principles

Integration Architecture

• Design endtoend integrations using Azure integration services
• Define interface contracts, canonical data models, mappings, and transformations
• Architect integrations with CRM, identity, telephony, WFM/WEM, QA/recording, knowledge platforms, analytics, and systems of record
• Ensure resiliency, performance, latency, scalability, and security standards

Data Architecture & Analytics

• Design CCaaS data architecture across Dataverse, interaction metadata, transcripts, cases, and operational metrics
• Define data governance, retention, lineage, and PII/privacy controls
• Enable analytics and reporting integration with enterprise BI platforms

Security, NFRs & Compliance

• Define and validate nonfunctional requirements (availability, scalability, performance, DR)
• Design security architecture using Microsoft Entra ID, RBAC, Managed Identities, Key Vault
• Ensure leastprivilege access and compliance with enterprise security standards

Environment, ALM & Deployment Architecture

• Define environment strategy across dev, test, UAT, preprod, and production
• Establish ALM and CI/CD patterns for:
• Dynamics 365
• Power Platform
• Copilot Studio
• Azure services
• Design deployment, configuration management, sequencing, and rollback strategies

Architecture Governance & Delivery Support

• Produce and own architecture artifacts (HLDs, LLDs, integration specs, sequence diagrams)
• Review implementations against approved designs and prevent architecture drift
• Provide handson technical guidance to development and configuration teams
• Support cutover, golive, and stabilization from an architecture perspective

Required Qualifications

• 12+ years of experience in solution or technical architecture
• Strong handson experience designing contact center and CRM platforms
• Deep expertise in Dynamics 365 Customer Service & Omnichannel
• Proven experience with Copilot Studio / conversational AI architectures
• Strong Azure integration and security architecture experience
• Ability to lead architecture in complex, regulated enterprise environments
• Exceptional communication and stakeholder engagement skills

Nice to Have

• Largescale enterprise CCaaS modernization experience
• AI governance or Responsible AI exposure
• Financial services or regulated industry experience (not required)

About Capgemini:
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of 22.1 billion.
Make it real | ;/p>

Life at Capgemini:
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief

Disclaimer:

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.