Solution Architect –Dynamics 365 CE

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Your Role & Responsibilities

We are looking for a seasoned

Solution Architect

with deep expertise in

Dynamics 365 Customer Engagement , specializing in

Contact Centre as a Service (CCaaS)

solutions. The ideal candidate will have a proven track record of architecting and delivering end-to-end service experiences that combine

Customer Service Workspace ,

omnichannel routing ,

AI-driven agent assist , and

telephony integration .

You will lead the architecture and technical design of complex CCaaS implementations for enterprise clients, ensuring scalable, intelligent, and seamless customer engagement across all service channels.

Key Responsibilities

Strategic Solution Architecture Own the end-to-end solution design for

CCaaS implementations on Dynamics 365 , covering customer service, omnichannel engagement, and AI capabilities. Lead the design of the

Customer Service Workspace , configuring and extending for agent productivity and efficiency. Define architecture for

channel integration

including voice, chat, email, WhatsApp, social media, and custom channels. AI & Automation Enablement Architect solutions leveraging

AI for Agent Assist , including real-time suggestions, knowledge surfacing, and context-aware automation. Define chatbot strategy using

Power Virtual Agents , ensuring seamless integration with D365 and escalation flows to human agents. Design

AI for Supervisors

including real-time dashboards, conversation intelligence, and sentiment analytics. Guide implementation of

Intelligent IVR

leveraging Azure Communication Services or integrated CCaaS platforms. Platform Integration & Governance Oversee the integration of telephony systems (e.g., Genesys, NICE, Five9, Azure Communication Services) into Dynamics 365 via certified connectors or custom middleware. Define data strategy and architecture for

interaction history ,

customer profile unification , and

insights-driven routing . Ensure robust governance across environments, security roles, compliance, and performance management. Technical Leadership Collaborate with developers, functional consultants, and client architects to deliver scalable, supportable designs. Review and approve solution documentation including architecture blueprints, integration specs, and API definitions. Lead technical workshops and architecture governance boards with stakeholders and vendors. Contribute to pre-sales solutioning, technical scoping, and effort estimation as required

Qualifications & Experience 6+ years of experience in

Dynamics 365 CE , with at least 3 years in

Customer Service and Omnichannel . Proven experience delivering

Contact Centre solutions

with voice, chat, social, and third-party telephony integrations. Strong command of

Customer Service Workspace

configuration and extensibility (e.g., session templates, macros, app profiles). Expertise in

AI-powered features : agent assist, conversation intelligence, call transcription, sentiment scoring. Experience with

Power Platform , including Power Automate, Power Apps, and Power Virtual Agents. Solid knowledge of

Azure components

such as Azure Communication Services, Bot Framework, Logic Apps, Cognitive Services. Understanding of

DevOps practices , solution lifecycle, and CI / CD pipelines for D365 solutions. Excellent communication skills with the ability to engage business and technical stakeholders alike.

Skill set Required Microsoft Certified :

Dynamics 365 Customer Service Functional Consultant Expert (MB-230), Power Platform Solution Architect (PL-600) Experience integrating with

CCaaS platforms

such as Genesys Cloud, NICE CXone, Five9, Amazon Connect, or Twilio. Exposure to

Copilot for Service ,

Unified Routing , and

Omnichannel Voice . Familiarity with regulatory and compliance requirements around data privacy and call recording (e.g., GDPR, PCI-DSS).

Required Language Thresholds English Proficiency / C1 Level

Why Us Competitive salary Private health and life insurance from day one in the company Working hours : Monday to Friday Remote Work Module Meal allowance on card / voucher

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and / or local law.

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