Own the end-to-end architecture for Dynamics 365-based Contact Center (CCaaS) solutions
Design holistic solutions covering interaction intake, routing, agent experience, orchestration, integrations, security, and operational tooling
Define CCaaS architecture patterns, standards, and guardrails to ensure platform consistency and extensibility
Translate business and CX requirements into architecture designs that are scalable, maintainable, and secure
Architect solutions across Dynamics 365 Customer Service including: Case management, workflows, automation, SLAs, and knowledge management
Design Omnichannel capabilities such as chat, messaging, email, and unified agent desktop workloads
Architect voice and telephony integrations including routing, IVR, call handling, and recordings (where applicable)
Design agent and supervisor experiences with queues, skills-based routing, and performance visibility

Requirements

12+ years of experience in solution or technical architecture roles
Deep hands-on experience with contact center and customer service platforms
Strong expertise in Dynamics 365 Customer Service and Omnichannel
Proven experience architecting conversational AI and virtual agent solutions using Copilot Studio
Strong Azure integration and security architecture background
Experience designing enterprise-scale, highly available solutions in regulated environments
Excellent communication skills with the ability to influence technical and non-technical stakeholders

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 365CCaaSsolution architectureconversational AIvirtual agent solutionsAzure integrationsecurity architecturecase managementworkflowsautomation

Soft Skills

communication skillsinfluencestakeholder management