Center Architect

E-Solutions

New York, United States of America

yesterday

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

New York, United States of America

Azure

Botnet

Continuous Integration

Data Hub

Microsoft Dynamics

Routing

Role-Based Access Control

Enterprise Software Applications

Chatbots

Microsoft Power Automate

Deployment Automation

Virtual Agents

Cloud Integration

Api Management

Powerapps

Key Vault

Lead end-to-end architecture and design of Dynamics 365 Contact Center (CCaaS) solutions.
Architect Dynamics 365 Customer Service, Omnichannel, case management, workflows, and agent experience.
Design Copilot Studio virtual agents, conversational AI, and bot-to-agent handoff.
Build Azure-based integrations with CRM, telephony, identity, analytics, and enterprise systems.
Define data, security, governance, ALM, CI/CD, and deployment strategies.
Produce HLDs, LLDs, architecture standards, and provide technical leadership to delivery teams.
Drive contact center modernization, customer experience (CX), and AI transformation initiatives.

Microsoft Dynamics 365 / CRM architecture experience.
Hands-on expertise in Dynamics 365 Customer Service and/or Dynamics 365 Contact Center (CCaaS).
Strong experience with Omnichannel (routing, queues, workstreams, agent desktop).
Experience with Copilot Studio and conversational AI solutions.
Power Platform (Power Automate, Power Apps) experience.
Azure Integration Services (Logic Apps, Functions, API Management, Service Bus).
Azure security (Entra ID, Key Vault, RBAC, Managed Identities).
CI/CD, ALM, Dataverse, enterprise architecture, and governance.
Strong client-facing, consulting, and stakeholder management skills.
Contact Center / Customer Service transformation experience.