🚀 Hiring: Dynamics 365 Contact Center Architect :: 📍 Location: Cleveland, Ohio, United States :: H1b

[Bharath Pammi]

🚀 Hiring: Dynamics 365 Contact Center Architect

📍 Location: Cleveland, Ohio, United States

We are seeking a highly experienced Dynamics 365 Contact Center Architect to lead the design and delivery of enterprise-scale customer service and contact center solutions using Microsoft Dynamics 365, Power Platform, Azure, and Teams.

This is a strategic leadership role focused on CCaaS modernization, AI-powered customer experiences, omnichannel service delivery, and scalable architecture for regulated industries, including Financial Services.

🔹 Key Responsibilities:
✅ Define end-to-end Dynamics 365 Contact Center architecture across voice, digital channels, case management, knowledge management, workforce management, and analytics
✅ Design AI-driven service experiences using Copilot, virtual agents, agent assist, and automated case summarization
✅ Architect omnichannel solutions including IVR, CTI/telephony integration, bots, routing, and Teams integration
✅ Design customer and agent experiences using Dynamics 365 Customer Service, Power Apps, and Power Platform
✅ Build scalable integration architectures using Azure Functions, Logic Apps, Service Bus, APIs, and Dataverse
✅ Lead Customer 360, data migration, and event-driven architecture initiatives
✅ Conduct architecture workshops, create solution blueprints, support RFP/RFQ activities, and mentor technical teams

🔹 Required Skills:
✔ 12+ years of experience in Microsoft Dynamics 365 / CRM architecture
✔ 3+ years of experience in Contact Center or Customer Service transformation programs
✔ Strong expertise in Dynamics 365 Contact Center and Customer Service Omnichannel
✔ Hands-on experience with Power Platform (Power Apps, Power Automate, Copilot Studio)
✔ Strong knowledge of Azure integration services (Functions, Logic Apps, Service Bus, API Management)
✔ Experience with CTI, IVR, bots, Teams integration, and omnichannel routing
✔ Expertise in Power BI, Customer Service Insights, DevOps, CI/CD, and ALM strategies
✔ Excellent client-facing communication, stakeholder management, and solution architecture skills

⭐ Preferred Qualifications:
• Experience with Generative AI, Copilot, and AI-assisted customer service solutions
• Exposure to Workforce Management (forecasting, scheduling, quality management)
• Experience modernizing legacy CCaaS platforms
• Microsoft Dynamics 365, Power Platform, or Azure certifications

📩 If you have a strong background in Dynamics 365 Contact Center architecture and are interested in driving next-generation customer service solutions, please share your updated resume or connect with us.

#Hiring #Dynamics365 #D365 #ContactCenter #CustomerService #CCaaS #PowerPlatform #PowerApps #CopilotStudio #Azure #CustomerExperience #CRMArchitect #SolutionArchitect #ArtificialIntelligence #FinancialServicesJobs #MicrosoftTechnology

Satish Singh

Senior Recruiter

satish...@avanceservices.us