| Role Description: | Architecture DesignDefine and own the end-to-end technical architecture for the CCaaS solution using Dynamics 365 Contact Center and Microsoft Cloud technologies.Design scalable, secure, and high-performance architectures supporting omnichannel engagement (voice, chat, SMS, email, social, bots).Create technical blueprints, integration patterns, and system interfaces aligned with enterprise standards and contact center operations.Solution ImplementationLead technical implementation efforts, including configuration, customization, integration, and deployment of Dynamics 365 Contact Center modules.Oversee integration with telephony platforms, Azure Communication Services (Client), Microsoft Teams, Power Platform, and third-party systems (e.g., IVR, WFM, CRM, analytics).Guide development teams on best practices for extensibility using Power Automate, Azure Functions, Custom APIs, and Dataverse.Stakeholder Team CollaborationCollaborate with enterprise architects, solution consultants, developers, and business analysts to ensure solution feasibility and quality.Present technical design and architecture decisions to executive and technical stakeholders.Governance Quality AssuranceEnsure solutions are compliant with security, privacy, and regulatory standards (e.g., GDPR, HIPAA, FedRAMP).Define and enforce DevOps practices, CICD pipelines, ALM strategy, and performance optimization approaches.Review code and configurations to ensure adherence to architectural guidelines and Microsoft best practices.Innovation Roadmap AlignmentStay up to date with Microsofts Dynamics 365, Power Platform, and Azure roadmaps to propose new capabilities and innovations.Contribute to the long-term technology roadmap for contact center modernization and digital transformation. |
| Essential Skills: | We are seeking an experienced and innovative Technical Architect to lead the design and delivery of a Contact Center as a Service (CCaaS) solution leveraging Microsoft Dynamics 365 Contact Center. This role is responsible for the overall technical architecture, integration strategy, and platform optimization across customer service, omnichannel communication, and voice systems. The ideal candidate will have deep knowledge of Dynamics 365 Customer Service, Omnichannel, Azure Communication Services, and enterprise-grade contact center architectures. |