Customer Service &Contact Center Solution Architect

Dynamics 365 Customer Service & Contact Center Solution Architect

Level: Senior (Design Authority)

Engagement: Full-Time / Contract

Role Category: Dynamics 365 & Power Platform

Location: India - Remote

Role Summary

The Solution Architect owns the end-to-end architecture of the Dynamics 365 Customer Service and Contact Center platform, from case management, channels, and routing through to integration, AI, and data. You will lead fit-gap analysis, set the configure-versus-extend position for every requirement, and act as the design authority for functional and technical teams.

Key Responsibilities

• Solution Architecture: Own end-to-end architecture covering case management, omnichannel engagement (voice, chat, SMS, messaging), knowledge management, self-service portals, and Copilot capabilities.
• Fit-Gap Strategy: Lead fit-gap analysis against operational requirements; decide configure, extend, or build strategy for each requirement and record decisions.
• Unified Routing: Design unified routing architecture for both conversations and records (cases, emails), including workstreams, intake/classification rules, skill/capacity assignment, and queues.
• Telephony & Voice: Define voice architecture, including Azure Communication Services, direct routing/BYOC, Teams Phone integration, IVR, and call flow patterns.
• Enterprise Integration: Design integration architecture with enterprise back-office platforms using Dataverse, Power Platform connectors, Azure Integration Services, and REST APIs.
• AI & Automation: Shape AI approach: Copilot in agent workspace, Copilot Studio agents for digital/voice self-service, knowledge grounding, and responsible AI guardrails.
• Governance & NFRs: Establish environment strategy, solution layering, ALM deployment pipelines, security models, data residency, and peak-concurrency capacity.

Required Qualifications & Experience

• Experience: 10+ years in enterprise CRM or customer engagement delivery, including 5+ years in architecture roles on Dynamics 365 / Dataverse.
• Track Record: Architecture lead on at least two end-to-end Dynamics 365 Customer Service/Contact Center implementations (including voice channel).
• Technical Depth: Deep knowledge of Dataverse security model design, environment strategy, ALM, and Azure integration patterns.

Technical Skills & Certifications

• D365 & CCaaS: Omnichannel, Voice Channel, Unified Routing, Copilot Workspace, Case Management, SLAs/Entitlements.
• AI & Azure: Copilot Studio, Azure AI Speech/Language, Azure OpenAI, Azure Communication Services, API Management, Logic Apps, Functions, Service Bus.
• Certifications (Preferred): Microsoft Certified: Power Platform Solution Architect Expert (PL-600) or D365 Customer Service Functional Consultant (MB-230).

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