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Job Details

Skills

customer experience (CX)
Power Platform
Omnichannel
Dynamics 365 Contact Center (CCaaS)
CUSTOMER SERVICE
Azure

Summary

Role: Dynamics 365 Contact Center Architect

Location: New York, NY | Atlanta, GA | Chicago, IL | Vienna, VA

Duration: FULL TIME ROLE(FTE)

Key Responsibilities (KR)

Lead end-to-end architecture and design of Dynamics 365 Contact Center (CCaaS) solutions.
Architect Dynamics 365 Customer Service, Omnichannel, case management, workflows, and agent experience.
Design Copilot Studio virtual agents, conversational AI, and bot-to-agent handoff.
Build Azure-based integrations with CRM, telephony, identity, analytics, and enterprise systems.
Define data, security, governance, ALM, CI/CD, and deployment strategies.
Produce HLDs, LLDs, architecture standards, and provide technical leadership to delivery teams.
Drive contact center modernization, customer experience (CX), and AI transformation initiatives.

Required Skills (RS)

Microsoft Dynamics 365 / CRM architecture experience.
Hands-on expertise in Dynamics 365 Customer Service and/or Dynamics 365 Contact Center (CCaaS).
Strong experience with Omnichannel (routing, queues, workstreams, agent desktop).
Experience with Copilot Studio and conversational AI solutions.
Power Platform (Power Automate, Power Apps) experience.
Azure Integration Services (Logic Apps, Functions, API Management, Service Bus).
Azure security (Entra ID, Key Vault, RBAC, Managed Identities).
CI/CD, ALM, Dataverse, enterprise architecture, and governance.
Strong client-facing, consulting, and stakeholder management skills.
Contact Center / Customer Service transformation experience.

Dynamics 365 Contact Center Architect1Azure,Power Platform,Omnichannel,Dynamics 365 Contact Center (CCaaS),customer experience (CX)N/AFull TImeUnited States

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: 10211255
Position Id: 241505-14311-239956
Posted 1 day ago

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Dynamics 365 Contact Center Architect

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