Dynamics 365 Contact Center Architect

Job Title: Dynamics 365 Contact Center Architect

Location: Cleveland, OH

Duration: 2 months

Pay Range: $(65.00 - $68.00)/hr on W2 all-inclusive without benefits

Job Description

• :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 & Experien

ceCore Experien

• ce12 years in Microsoft Dynamics 365 / CRM architectu
• re3 years in Contact Center or Customer Service transformation progra
• msStrong experience with Dynamics 365 Contact Center and/or Customer Service Omnichann

elTechnical Skil

• lsDynamics 365 Customer Service, Contact Center, Dataver
• sePower Platform (Power Apps, Power Automate, Copilot Studi
• o)Azure integration services (Functions, Logic Apps, Service Bus, API Managemen
• t)Omnichannel routing, IVR, bots, CTI, Teams integrati
• onReporting & insights using Power BI, Customer Service Insigh
• tsDevOps, CI/CD, environment strategy, and A

LMDomain & Soft Skil

• lsStrong understanding of Contact Center operations and KP
• IsFinancial Services or regulated industry experience preferr
• edExcellent client‐facing, storytelling, and stakeholder management skil
• lsAbility to translate business outcomes into technical architectu

reKey Responsibiliti

• esSolution & Architecture Leadersh
• ipDefine end‐to‐end Dynamics 365 Contact Center architecture across voice, digital channels, case management, knowledge, WFM, and analyti
• csDesign Copilot‐first service experiences including virtual agents, agent assist, case summarization, and supervisor insigh
• tsOwn architecture decisions for omnichannel routing, IVR, bots, CTI/telephony, and Teams Phone integrati
• onEstablish scalable, secure, and compliant architectures suitable for regulated Financial Services environmen
• tsContact Center & Service Capabiliti
• esArchitect self‐service (virtual agents, conversational IVR) and agent‐assisted service experien
• ceDesign agent desktop experiences using Dynamics 365, Power Apps, and embedded Copil
• otEnable supervisor capabilities including monitoring, whisper/barge‐in, forecasting, scheduling, and performance insigh
• tsDrive KPI alignment to AHT, FCR, CSAT/NPS, containment, and cost‐to‐ser
• veIntegration & Platform Architectu
• reDefine integration patterns using Azure Functions, Logic Apps, Service Bus, APIs, and Dataver
• seIntegrate with core banking / policy / claims / CRM / data platfor
• msLead data migration, customer 360 design, and event‐driven architectur
• esEnsure seamless coexistence with existing CRMs or legacy CCaaS platforms (rip‐and‐replace or hybrid model
• s)Delivery, Governance & Pre‐Sal
• esAct as technical authority across delivery programs and pursui
• tsLead architecture workshops, solution blueprints, and Po
• CsSupport RFP/RFQ responses, estimations, and client presentatio
• nsMentor architects and engineering teams; enforce best practices and Microsoft product roadma

psPreferred / Good to Ha

• veExperience with Copilot, Generative AI, and AI‐assisted service desi
• gnWorkforce Management (forecasting, scheduling, QA) exposu
• reExperience modernizing legacy CCaaS platfor
• msMicrosoft certifications (Dynamics 365, Power Platform, Azur