Core Responsibilities:

- Solution Design & Architecture: Lead the end-to-end design of the D365 contact center solution, including defining data models (Dataverse), security roles, integration patterns, and deployment strategies.

- Requirements Analysis: Conduct envisioning and discovery workshops with business stakeholders to gather and analyze complex requirements, performing fit-gap analysis to propose optimal solutions.

- Integration Leadership: Design and oversee integrations with critical third-party systems such as CTI (Computer Telephony Integration) platforms (e.g., Avaya, Genesys, Twilio), ERP systems, and other internal/external applications using APIs, Azure Logic Apps, Functions, and Service Bus.

- Power Platform & AI Integration: Architect and configure solutions using the Power Platform (Power Apps, Power Automate, Power BI, Power Virtual Agents, Copilot Studio) to enhance agent assist, case summarization, and conversational workflows.

- Technical Guidance & Mentorship: Provide technical leadership and guidance to cross-functional development and consulting teams (both onshore and offshore), ensuring adherence to best practices and coding standards.

- Governance & Quality Assurance: Establish governance frameworks, architectural reviews, and quality assurance processes, including managing Application Lifecycle Management (ALM) strategies and DevOps pipelines.

- Performance Optimization & Support: Ensure the solution's performance, scalability, and data consistency. Troubleshoot complex issues and anticipate potential problems to ensure a seamless go-live and adoption.

- Documentation & Communication: Create and maintain comprehensive functional and technical documentation and effectively communicate technical concepts and project status to C-suite stakeholders and project teams.

Minimum Qualifications:

1. Experience:

- Minimum of 8-10+ years of overall IT experience, with significant hands-on experience in Microsoft Dynamics 365 Customer Engagement (CE) implementations and architecture.

- Proven experience in leading large-scale, enterprise-level contact center or CRM transformation projects.

- Experience with D365 Customer Service modules, including omnichannel capabilities, case management, knowledge management, unified routing, and SLAs.

- Experience with CTI integrations and related technologies like Azure Communication Services.

2. Technical Skills:

- Deep expertise in the Dynamics 365 CE platform, its configuration, customization, security models, and performance tuning.

- Proficiency in the Power Platform (Power Apps, Power Automate, Dataverse, Power BI).

- Hands-on development experience with C#, .NET, JavaScript, plugins, workflows, and Azure services (Logic Apps, Functions, Service Bus).

- Strong understanding of data migration, ETL processes, and integration patterns.

- Familiarity with Agile/Scrum methodologies and DevOps practices.

3. Qualifications & Soft Skills:

- Bachelor's or Master's Degree in Computer Science, Information Technology, Engineering, or a related field.

- Relevant Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate and/or Microsoft Certified: Power Platform Solution Architect Expert certifications are highly desirable.

- Excellent analytical, problem-solving, and communication skills, with the ability to influence senior stakeholders.