MS D365 Contact Center Architect

This role is responsible for architecting, designing, and delivering scalable, secure, resilient, and AI-enabled customer engagement solutions using Microsoft Dynamics 365 Contact Center (CCaaS), Customer Service, Copilot Studio, Power Platform, Azure, and enterprise integration services. You will lead end-to-end solution architecture across AI agents, automation, CRM integrations, analytics, and operational governance to deliver seamless customer and agent experiences.

Key Responsibilities

• Lead the architecture and design of Microsoft D365 Contact Centre solutions using Customer Service, Copilot Studio, and Power Platform

• Serve as architectural lead, ensuring overall solution design and technical integrity

• Design highly available, scalable, and secure enterprise contact center solutions

• Define architecture for Copilot Studio, AI agents, and Generative AI capabilities

• Implement integration strategies with external systems and CRMs using Azure Logic Apps, Power Automate, and APIs

• Establish architecture documentation and governance policies; configure role-based access controls

• Define and oversee testing strategies across unit, integration, and UAT

• Mentor developers, lead technical teams, and collaborate with stakeholders

Required Skills & Experience

• 10+ years in contact centre technologies, with 3+ years in solution architecture

• Hands-on experience with CCaaS solutions including Agentic AI, telephony, routing, self-service, and Gen AI

• Strong proficiency in D365 Customer Service, Copilot Studio, and Power Platform

• Expertise in Azure Logic Apps, Power Automate, and API-based integrations

• Knowledge of security frameworks and compliance standards (GDPR, HIPAA, RBAC)

• Strong leadership skills mentoring technical teams and engaging stakeholders

Preferred Qualifications

• MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

• PL-900: Microsoft Power Platform Fundamentals