Artificial Intelligence (AI), Automation, Call Centers, Customer Experience, Customer Support/Service, Ecosystems, Microsoft Chat, Microsoft Dynamics, Microsoft Product Family, Performance Metrics, Power BI
LOCATION
Atlanta, GA
POSTED
30+ days ago
MS Dynamics 365 Contact Center (Call Center) Solution Architect
Onsite , Atlanta , USA
Digital Contact Center Transformation Architect
We are looking for a
senior, hands-on Digital Contact Center Transformation Architect
to own the technical direction and outcomes of a modern, digital contact center platform (the new MS Dynamics 365 Contact Center). This role is focused on
driving measurable performance across digital channels
(chat, messaging, email), leveraging
AI, Copilot, and automation , and serving as a
trusted onsite advisor
to business and technology stakeholders.
This is
not
more than a pure Dynamics architect role. While Microsoft Dynamics 365 and the Power Platform are key enablers, success in this role is defined by helping drive business outcomes such as
digital containment, customer experience, operational efficiency, and platform strategy .
What You ll Do
Own Digital Contact Center Outcomes end to end (chat, messaging, and email)
Lead AI, Copilot, and Automation Strategy
Architect and Evolve the Digital Contact Center Platform
Serve as a Trusted Onsite Advisor to Clients
Integration
Enterprise Enablement
Qualifications for Success:
5+ years designing or leading digital contact center solutions
Direct
ownership of MS Dynamics 365 chat, messaging, and email channel platform
Proven delivery against AHT, containment/deflection, CSAT, and cost per interaction
Hands-on experience implementing conversational AI, Copilot, or virtual agents
Experience with digital deflection strategies (self-service, bots, automation)
Microsoft ecosystem experience including: Dynamics 365 Customer Service / Omnichannel and Power Platform (Power Automate, Power Apps, Power BI)
Copilot Studio experience preferred
Ability to work onsite in Atlanta 5 days a week