Define end to end Dynamics 365 Contact Center architecture across voice, digital channels, case management, knowledge, WFM, and analytics
Design Copilot-first service experiences including virtual agents, agent assist, case summarization, and supervisor insights
Own architecture decisions for omnichannel routing, IVR bots, CTI/telephony, and Teams Phone integration
Establish scalable, secure, and compliant architectures suitable for regulated Financial Services environments
Architect self-service virtual agents, conversational IVR, and agent-assisted service experiences
Design agent desktop experiences using Dynamics 365 Power Apps and embedded Copilot
Enable supervisor capabilities including monitoring, whisper/barge-in, forecasting, scheduling, and performance insights
Drive KPI alignment to AHT, FCR, CSAT/NPS, containment, and cost-to-serve
Define integration patterns using Azure Functions, Logic Apps, Service Bus, APIs, and Dataverse
Lead data migration, customer 360 design, and event-driven architectures
Ensure seamless coexistence with existing CRMs or legacy CCaaS platforms

Requirements

12 years in Microsoft Dynamics 365 CRM architecture
3 years in Contact Center or Customer Service transformation programs
Strong experience with Dynamics 365 Contact Center and/or Customer Service Omnichannel
Technical Skills: Dynamics 365 Customer Service, Contact Center, Dataverse, Power Platform, Power Apps, Power Automate, Copilot Studio, Azure integration services, Functions, Logic Apps, Service Bus, API Management, Omnichannel routing, IVR bots, CTI, Teams integration, Reporting insights using Power BI, Customer Service Insights, DevOps, CICD environment strategy and ALM
Domain Soft Skills: Strong understanding of Contact Center operations and KPIs, Financial Services or regulated industry experience preferred, Excellent client-facing storytelling and stakeholder management skills, Ability to translate business outcomes into technical architecture

Benefits

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Dynamics 365 CRM architectureDynamics 365 Contact CenterCustomer Service OmnichannelDataversePower PlatformPower AppsPower AutomateAzure FunctionsLogic AppsAPI Management

Soft Skills

client-facing storytellingstakeholder managementunderstanding of Contact Center operationsability to translate business outcomes into technical architecture