Dynamics 365 Contact Centre Solution Architect

Overview

In this role you will lead the architecture and governance of enterprise contact centre and CRM transformation programmes. You will define target-state architectures across Dynamics 365 and CCaaS, designing scalable omnichannel engagement solutions. You will guide technology selections, integration patterns, and design authority processes to ensure aligned business and technology strategies. This is a senior, transformation-focused opportunity with a strong emphasis on collaboration, impact, and enterprise-scale delivery.

Responsibilities

• Own end-to-end solution architecture for large-scale contact centre and customer service transformation programmes
• Define target-state architectures across Dynamics 365 Customer Engagement, Customer Service, CCaaS and customer experience platforms
• Design scalable omnichannel engagement solutions spanning voice, digital, messaging and self-service channels
• Establish architecture standards, governance frameworks and design authority processes
• Lead technology selection, solution assurance and architecture reviews across complex programmes
• Define integration architectures connecting CRM, telephony, contact centre, AI and enterprise systems
• Develop strategic transformation roadmaps, operating models and enterprise capabilities
• Collaborate with senior stakeholders to align business objectives with technology strategy and delivery execution
• Provide leadership across architecture teams, delivery partners and programme governance forums

Key requirements

• senior architecture professional with extensive enterprise contact centre and CRM transformation experience
• deep knowledge of Dynamics 365 Customer Engagement and Dynamics 365 Customer Service
• experience with CCaaS platforms and omnichannel engagement
• strong governance, design authority, and technical assurance capabilities
• ability to define target-state architectures and guide large-scale transformation from strategy through delivery
• familiarity with Microsoft Business Applications and modern cloud contact centre technologies
• ability to lead across architecture teams and stakeholders

• stakeholder management
• leadership and mentoring
• collaboration with across functional teams
• Dynamics 365 Customer Engagement
• Dynamics 365 Customer Service
• CCaaS platforms

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