Microsoft D365 Contact Center Solution Architect-Contract

Role & Responsibilities

• Lead end‑to‑end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions
• Conduct requirement discovery and design workshops focused on contact center journeys
• Design voice, IVR, and omnichannel routing architectures aligned to business needs
• Define high‑level and low‑level architecture covering telephony, bots, integrations, security, and data flows
• Architect IVR call flows, intelligent routing, queue strategies, and agent experience
• Lead integration with telephony providers, bots (Copilot / Power Virtual Agents), and third‑party systems
• Govern configuration, deployment, release planning, and environment strategy
• Ensure solution quality across build, test, UAT, and production readiness
• Own architecture documentation, HLD/LLD, design decisions, and implementation runbooks
• Support controlled handover to operations and support teams

Technical Skills (Core & Top-Up)

• Strong experience with Microsoft Dynamics 365 Contact Center
• Deep understanding of contact center operations (IVR, queues, routing, SLAs)
• Experience designing voice and digital customer journeys
• Knowledge of telephony fundamentals (call routing, IVR behavior, SIP concepts)
• Experience with bots, automation, and AI‑assisted contact center workflows
• Strong documentation and solution governance capabilities

• Experience with enterprise CCaaS transformations
• Exposure to AI/NLP use cases in contact centers
• Experience with multi‑region or global contact center deployments
• Familiarity with DevOps / CI‑CD concepts for platform deployments

Process & Tools

• Experience across the full lifecycle: design, build, test, UAT, deploy
• Familiarity with release management and change governance
• Ability to coordinate across architects, developers, QA, and operations teams
• Contribution to solution standards and reusable assets

• Vendor coordination during implementation and integration phases

Behavioral Skill

• Strong ownership and accountability mindset
• Clear and confident communication with senior stakeholders
• Structured, solution‑oriented approach
• Ability to mentor technical teams and lead complex discussions
• Comfortable working in global, multi‑stakeholder environments

• Experience of handling global customers