Solutions Architect (Dynamics 365 Contact Center / CX)

Overview

We are seeking a senior, hands-on Solutions Architect to lead the design and optimization of a modern contact center platform built on Microsoft Dynamics 365. This role sits at the intersection of customer experience (CX), digital channels, and AI-driven automation, focused on delivering measurable business outcomes across chat, messaging, and email channels.

You will act as a trusted advisor to both business and technology stakeholders, helping shape platform strategy, improve operational efficiency, and enhance customer engagement.

Required Experience

• 5+ years of experience in digital contact center or customer experience solutions
• Strong hands-on experience with Microsoft Dynamics 365 Customer Service / Omnichannel
• Proven experience managing chat, messaging, and email channels
• Strong background in AI, Copilot, conversational AI, and automation
• Experience with deflection strategies (self-service, chatbots, virtual agents)
• Proficiency in Power Platform (Power Automate, Power Apps, Power BI)
• Experience working in enterprise environments with multiple integrations
• Ability to work onsite in Atlanta, GA (5 days/week)

Key Responsibilities

• Own end-to-end performance of digital contact center channels (chat, messaging, email)
• Drive and optimize key KPIs including AHT, CSAT, containment, and cost per interaction
• Lead AI, Copilot, and automation strategies, including bots, virtual agents, and self-service solutions
• Architect and evolve the Dynamics 365 Customer Service / Omnichannel platform
• Translate business requirements into scalable, end-to-end technical solutions
• Lead integrations with enterprise systems (CRM, APIs, backend platforms)
• Enable seamless customer journeys across digital touchpoints
• Partner with stakeholders across business, product, and engineering teams

If interested, please apply with an up to date CV.