D365 Customer Service Solution Architect - Contact Center

• Lead the end-to-end solution architecture for Dynamics 365 Customer Service and Contact Center
• Design modern omnichannel customer service solutions covering voice, chat, messaging, IVR, self-service and agent-assisted interactions
• Define customer and agent journeys across digital channels, conversational AI and live-agent support
• Design and optimise case management, queues, workstreams, intelligent routing and knowledge management
• Develop architecture and integration strategies connecting Dynamics 365 with ERP, financial, payment, identity, document-management and other enterprise systems
• Define integration patterns using Dataverse, APIs, Azure services and Power Platform
• Architect Copilot and AI-enabled customer service capabilities, including grounding, security, escalation and human-in-the-loop processes
• Design secure solutions for payment-related customer interactions, including architectures supporting PCI compliance
• Define technical requirements for security, identity, scalability, availability, resilience, monitoring and disaster recovery
• Create solution architecture diagrams, technical specifications, interface designs and architecture decision documentation
• Provide technical leadership to developers, functional consultants, integration specialists, telephony teams and other project stakeholders
• Review technical designs and implementations to ensure alignment with the agreed architecture and Microsoft best practices
• Support solution testing, performance validation, production readiness, deployment and go-live activities

• 7+ years of experience working with Microsoft Dynamics 365 and/or Power Platform solutions
• Strong architecture experience with Dynamics 365 Customer Service
• Experience with Dynamics 365 Contact Center, Omnichannel or similar customer engagement solutions
• Proven experience designing enterprise-scale customer service platforms
• Strong understanding of case management, queues, workstreams, intelligent routing, knowledge management and agent experiences
• Experience designing integrations between Dynamics 365 and enterprise/back-office applications
• Strong knowledge of Microsoft Power Platform, Dataverse and Azure integration services
• Experience with enterprise security, identity and integration architecture
• Understanding of highly available, scalable and mission-critical platforms
• Ability to translate complex business requirements into practical technical architectures
• Strong documentation and communication skills, with the ability to work effectively with both technical and business stakeholders

Nice to Have

• Experience in government, transportation, utilities, financial services or other high-volume customer-service environments
• Experience with payment processing and PCI-compliant architectures
• Knowledge of PCI Pal or comparable secure payment technologies
• Experience with Microsoft Copilot Studio and Azure AI
• Knowledge of Microsoft Teams Voice, Azure Communication Services, SIP or enterprise telephony
• Experience with government security, compliance or accessibility requirements
• Previous experience working on large-scale contact center or customer service transformation programmes

Certifications

Relevant Microsoft certifications are highly desirable, including:

• PL-600 - Power Platform Solution Architect
• MB-230 - Dynamics 365 Customer Service Functional Consultant
• AZ-305 - Azure Solutions Architect

The Opportunity

This is an exciting opportunity for a senior Microsoft Dynamics architect to work on a complex enterprise customer service transformation, combining Dynamics 365 Customer Service, Contact Center, Power Platform, Azure, AI and enterprise integrations.

The role offers significant technical ownership and the opportunity to influence the architecture of a modern, scalable customer engagement platform from design through implementation and go-live.

If you have strong D365 Customer Service architecture experience, particularly across Contact Center or Omnichannel solutions, we would be interested in hearing from you.