Dynamics 365 CCaaS & Copilot Studio Architect

We are seeking a Dynamics 365 CCaaS & Copilot Studio Architect to own the endtoend architecture and design of enterprisegrade contact center solutions built on Microsoft Dynamics 365, Omnichannel, Copilot Studio, Power Platform, and Azure.

This role is responsible for translating customer experience (CX) and business requirements into scalable, secure, and highly available CCaaS architectures, while providing handson technical leadership throughout delivery.

Key Responsibilities CCaaS Solution Architecture

• Own the endtoend architecture for Dynamics 365based Contact Center (CCaaS) platforms
• Design holistic CCaaS solutions covering interaction intake, routing, agent experience, orchestration, integrations, security, and operational tooling
• Translate CX and business requirements into scalable, maintainable, and secure technical designs
• Define CCaaS architecture patterns, standards, and guardrails to ensure consistency and extensibility

Dynamics 365 CCaaS Platform Design

Architect solutions across:

• Dynamics 365 Customer Service (case management, knowledge, SLAs, workflows, automation)
• Omnichannel workloads (chat, messaging, email, agent session management)
• Voice and telephony integrations (routing, IVR, call handling, recordings where applicable)
• Agent and supervisor experiences (unified desktop, queues, skillsbased routing)
• KPI alignment (Service Levels, AHT, FCR, CSAT, containment)

Copilot Studio & AI Architecture

• Architect Copilot Studiobased virtual agents for selfservice and assisted service
• Design conversational flows, orchestration, and AIassisted interactions
• Define bottoagent handoff patterns with full context preservation
• Establish AI integration patterns for:
• Selfservice and containment
• Agent assist and knowledge surfacing
• Automation and workflow acceleration
• Apply Responsible AI, governance, and security principles

Integration Architecture

• Design endtoend integrations using Azure integration services
• Define interface contracts, canonical data models, mappings, and transformations
• Architect integrations with CRM, identity, telephony, WFM/WEM, QA/recording, knowledge platforms, analytics, and systems of record
• Ensure resiliency, performance, latency, scalability, and security standards

Data Architecture & Analytics

• Design CCaaS data architecture across Dataverse, interaction metadata, transcripts, cases, and operational metrics
• Define data governance, retention, lineage, and PII/privacy controls
• Enable analytics and reporting integration with enterprise BI platforms

Security, NFRs & Compliance

• Define and validate nonfunctional requirements (availability, scalability, performance, DR)
• Design security architecture using Microsoft Entra ID, RBAC, Managed Identities, Key Vault
• Ensure leastprivilege access and compliance with enterprise security standards

Environment, ALM & Deployment Architecture

• Define environment strategy across dev, test, UAT, preprod, and production
• Establish ALM and CI/CD patterns for:
• Dynamics 365
• Power Platform
• Copilot Studio
• Azure services
• Design deployment, configuration management, sequencing, and rollback strategies

Architecture Governance & Delivery Support

• Produce and own architecture artifacts (HLDs, LLDs, integration specs, sequence diagrams)
• Review implementations against approved designs and prevent architecture drift
• Provide handson technical guidance to development and configuration teams
• Support cutover, golive, and stabilization from an architecture perspective

• 12+ years of experience in solution or technical architecture
• Strong handson experience designing contact center and CRM platforms
• Deep expertise in Dynamics 365 Customer Service & Omnichannel
• Proven experience with Copilot Studio / conversational AI architectures
• Strong Azure integration and security architecture experience
• Ability to lead architecture in complex, regulated enterprise environments
• Exceptional communication and stakeholder engagement skills

Nice to Have

• Largescale enterprise CCaaS modernization experience
• AI governance or Responsible AI exposure
• Financial services or regulated industry experience (not required)

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: Flexible work Healthcare including dental, vision, mental health, and well-being programs Financial well-being programs such as 401(k) and Employee Share Ownership Plan Paid time off and paid holidays Paid parental leave Family building benefits like adoption assistance, surrogacy, and cryopreservation Social well-being benefits like subsidized back-up child/elder care and tutoring Mentoring, coaching and learning programs Employee Resource Groups Disaster Relief

Capgemini ist einer der weltweit führenden Anbieter von Management- und IT-Beratung, Technologie-Services und Digitaler Transformation. Als ein Wegbereiter für Innovation unterstützt das Unternehmen seine Kunden bei deren komplexen Herausforderungen rund um Cloud, Digital und Plattformen.