[xrecnet] : Dynamics 365 Contact Center Architect Location: Cleveland , OH (Onsite) -locals preferred .

 

 Role Name:   Dynamics 365 Contact Center Architect

Location:       Cleveland , OH (Onsite)  -locals preferred .

Contract

 

No OPT/CPT

 

JOB DESCRIPTION:               

Role Summary

The Dynamics 365 Contact Center Architect is responsible for designing, governing, and delivering enterprise‑scale Contact Center and Customer Service solutions built on Microsoft Dynamics 365 Contact Center, Customer Service, Power Platform, Azure, and Teams.

The role combines solution architecture, CCaaS modernization, AI‑driven service design, and client‑facing leadership, with accountability for end‑to‑end technical architecture across self‑service, assisted service, workforce optimization, and supervisor experiences.

 

Required Skills & Experience

 

Core Experience

• 12+ years in Microsoft Dynamics 365 / CRM architecture
• 3+ years in Contact Center or Customer Service transformation programs
• Strong experience with Dynamics 365 Contact Center and/or Customer Service Omnichannel

 

Technical Skills

• Dynamics 365 Customer Service, Contact Center, Dataverse
• Power Platform (Power Apps, Power Automate, Copilot Studio)
• Azure integration services (Functions, Logic Apps, Service Bus, API Management)
• Omnichannel routing, IVR, bots, CTI, Teams integration
• Reporting & insights using Power BI, Customer Service Insights
• DevOps, CI/CD, environment strategy, and ALM

 

Domain & Soft Skills

• Strong understanding of Contact Center operations and KPIs
• Financial Services or regulated industry experience preferred
• Excellent client‑facing, storytelling, and stakeholder management skills
• Ability to translate business outcomes into technical architecture

 

Key Responsibilities

Solution & Architecture Leadership

 

• Define end‑to‑end Dynamics 365 Contact Center architecture across voice, digital channels, case management, knowledge, WFM, and analytics
• Design Copilot‑first service experiences including virtual agents, agent assist, case summarization, and supervisor insights
• Own architecture decisions for omnichannel routing, IVR, bots, CTI/telephony, and Teams Phone integration
• Establish scalable, secure, and compliant architectures suitable for regulated Financial Services environments

 

Contact Center & Service Capabilities

 

• Architect self‑service (virtual agents, conversational IVR) and agent‑assisted service experiences
• Design agent desktop experiences using Dynamics 365, Power Apps, and embedded Copilot
• Enable supervisor capabilities including monitoring, whisper/barge‑in, forecasting, scheduling, and performance insights
• Drive KPI alignment to AHT, FCR, CSAT/NPS, containment, and cost‑to‑serve

 

Integration & Platform Architecture

 

• Define integration patterns using Azure Functions, Logic Apps, Service Bus, APIs, and Dataverse
• Integrate with core banking / policy / claims / CRM / data platforms
• Lead data migration, customer 360 design, and event‑driven architectures
• Ensure seamless coexistence with existing CRMs or legacy CCaaS platforms (rip‑and‑replace or hybrid models)

 

Delivery, Governance & Pre‑Sales

 

• Act as technical authority across delivery programs and pursuits
• Lead architecture workshops, solution blueprints, and PoCs
• Support RFP/RFQ responses, estimations, and client presentations
• Mentor architects and engineering teams; enforce best practices and Microsoft product roadmaps

 

Preferred / Good to Have

 

• Experience with Copilot, Generative AI, and AI‑assisted service design
• Workforce Management (forecasting, scheduling, QA) exposure
• Experience modernizing legacy CCaaS platforms
• Microsoft certifications (Dynamics 365, Power Platform, Azure)

 

NOTE: This requsition raised for Contact Center project under Policypro service Management.

 

Regards

Pavan

VDart Inc

 

Email: Pavankumar.s@vdartinc.com

Website: https://vdart.com

 

 

 

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