MS Dynamics 365 Contact Center Solution Architect

About

We are looking for a senior, hands-on Digital Contact Center Transformation Architect to lead the design and evolution of a modern MS Dynamics 365 Contact Center platform. This role is focused on driving business outcomes across digital channels using AI, automation, and Copilot.

Key Responsibilities

• Own end-to-end Digital Contact Center outcomes (chat, messaging, email)
• Lead AI, Copilot & automation strategy
• Architect and evolve Dynamics 365 Contact Center platform
• Act as a trusted onsite advisor to stakeholders
• Drive integration and enterprise enablement

Must-Have Skills

• Strong experience in Dynamics 365 Customer Service / Omnichannel
• Expertise in Power Platform (Power Apps, Power Automate, Power BI)
• Proven Contact Center implementation experience (MANDATORY)
• Hands-on with chat, messaging, and email channels
• Experience with AI, Copilot, or virtual agents
• Strong understanding of CSAT, AHT, deflection metrics

Nice to Have

• Experience with Copilot Studio
• Knowledge of self-service and automation strategies

What We’re Looking For

• 5+ years in Digital Contact Center Architecture
• Strong stakeholder communication & onsite collaboration
• Ability to drive platform strategy + measurable outcomes

Contact

Interested or have referrals? Let’s connect!

Email ID - itbanul@quantumworldit.com