Solution Architect Microsoft Dynamics 365 CE Customer Service & Contact Center

The Senior Solution Architect Microsoft Dynamics 365 CE Customer Service & Contact Center will lead the assessment, architecture, design, and delivery of enterprise-scale Dynamics 365 Customer Engagement, Customer Service, Contact Center, and CCaaS transformation programs.

This is a senior, client-facing position requiring deep expertise in Microsoft Dynamics 365 CE, Customer Service, Dynamics 365 Contact Center, Power Platform, Copilot Studio, Azure Communication Services, and enterprise contact center technologies. The ideal candidate will have successfully architected and deployed complex, high-volume customer service and contact center solutions involving voice, digital channels, intelligent routing, workforce processes, AI-powered agents, integrations, data migration, analytics, security, and global operations.

The Solution Architect will lead executive interviews, discovery workshops, current-state assessments, fit-gap analyses, and architecture reviews. The architect will translate business objectives and technical findings into future-state architectures, implementation roadmaps, integration strategies, migration plans, effort estimates, and actionable recommendations.

This role requires more than product-level configuration experience. The successful candidate must understand end-to-end enterprise contact center architecture and be capable of leading multi-workstream programs involving CRM, CCaaS, telephony, AI, data, security, integrations, infrastructure, and organizational change.

• 12+ years of experience delivering CRM, customer service, contact center, or enterprise business application solutions.
• 8+ years of experience with Microsoft Dynamics CRM or Dynamics 365 Customer Engagement.
• 5+ years serving as a Solution Architect, Enterprise Architect, or Technical Architect on large-scale programs.
• Deep experience with Dynamics 365 Customer Service.
• Demonstrated experience architecting and deploying enterprise contact center or CCaaS solutions.
• Strong understanding of voice, digital channels, IVR, routing, queues, telephony, agent experiences, and contact center operations.
• Experience leading complex, multi-workstream, multi-vendor enterprise implementations.
• Strong knowledge of Microsoft Dataverse, Power Apps, Power Automate, and Power Platform architecture.
• Experience with integrations, data migration, security architecture, application lifecycle management, and Azure services.
• Proven ability to lead assessments, discovery workshops, fit-gap analyses, and architecture reviews.
• Experience presenting findings and recommendations to executive and technical stakeholders.
• Strong leadership, communication, facilitation, problem-solving, and documentation skills.
• Experience working with Azure DevOps and formal architecture-governance processes.
• Ability to lead distributed onshore and offshore delivery teams.

Preferred Skills & Experience

• Experience with Microsoft Dynamics 365 Contact Center.
• Experience with Azure Communication Services and enterprise telephony architecture.
• Experience with Copilot Studio, AI agents, generative AI, and intelligent automation.
• Experience integrating or migrating from Genesys, NICE CXone, Five9, Amazon Connect, Cisco, Twilio, or other CCaaS platforms.