Job Title : Microsoft Dynamics 365 CCaaS Solution Architect - 12+ years.

Location : Remote.

Seeking an experienced Microsoft Dynamics 365 CCaaS Solution Architect to design and deliver enterprise contact center solutions.

The ideal candidate should have expertise in Dynamics 365 Customer Service, Omnichannel, Copilot Studio, Power Platform, Azure AI, and enterprise integrations.

Key Responsibilities :

- Architect end-to-end Dynamics 365 Contact Center (CCaaS) solutions.

- Conduct requirement workshops and define solution architecture.

- Design omnichannel customer engagement (Voice, Chat, Email, SMS, Social).

- Implement AI-powered NL-IVR, Copilot Studio chatbots, and intelligent routing.

- Design integrations with Dynamics 365, SAP/Oracle, payment gateways, and third-party applications.

- Implement Azure AI, Cognitive Services, Azure Functions, Logic Apps, Service Bus, and REST APIs.

- Lead architecture governance, CRPs, UAT, Go-Live, and production support.

- Mentor technical teams and collaborate with business stakeholders.

Required Skills :

- 8+ years of Dynamics 365 CE/Customer Service experience.

- Experience in Microsoft Dynamics 365 Contact Center (CCaaS) solution architecture.

- Strong expertise in Dynamics 365 Customer Service, Omnichannel, Copilot Studio, and Power Platform.

- Experience with Azure AI, Bot Framework, Azure Communication Services, Logic Apps, Azure Functions, Service Bus, Dataverse, and REST APIs.

- Knowledge of IVR, SIP/PSTN, WebRTC, voice routing, contact center operations, SLA management, security, and enterprise integrations.

Preferred Qualifications :

- Microsoft Certifications : MB-230, PL-200, PL-600, AI-900 (AZ-305 preferred).

- Experience in Microsoft FastTrack and global CCaaS implementations.

- Strong leadership, stakeholder management, and client-facing consulting skills.