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Jobs · Engineering · Illinois

Dynamics 365 Customer Service & Contact Center Architect

Capgemini · Chicago, IL · 1 wk ago
HybridEngineering$160k–$200k/yrFull-time

About the Role

We are looking for a senior, hands‑on Solution Architect to lead the architecture and design of enterprise‑scale Contact Center (CCaaS) solutions built on Microsoft Dynamics 365, Omnichannel, Copilot Studio, Power Platform, and Azure.

This role is ideal for an architect who enjoys staying close to delivery, owning design decisions end‑to‑end, and partnering with stakeholders to modernize customer experience platforms using AI‑driven and omnichannel solutions.

This is not a developer‑only role and not a pre‑sales position — it is a delivery‑focused practicing architect role with real design authority.

What You’ll Do

  • Own the end‑to‑end architecture for Dynamics 365‑based CCaaS and customer service platforms

  • Design holistic solutions covering:

    • Interaction intake and routing
    • Agent and supervisor experience
    • Omnichannel workloads (chat, messaging, email, voice)
    • Telephony, IVR, and agent handoff patterns

  • Architect Copilot Studio and conversational AI solutions, including:

    • Virtual agents and AI‑assisted interactions
    • Bot‑to‑agent handoff with full context preservation
    • Governance and responsible AI design patterns

  • Translate business and CX requirements into scalable, secure, and maintainable architecture designs

  • Define architecture standards, patterns, and guardrails to ensure consistency and extensibility

  • Design and govern Azure‑based integrations across CRM, identity, telephony, workforce systems, analytics, and systems of record

  • Define CCaaS data architecture, analytics enablement, and PII/security controls

  • Define environment strategy, ALM, and CI/CD across Dev, Test, UAT, and Production

  • Produce architecture artifacts (HLDs, LLDs, integration diagrams)

  • Provide hands‑on technical guidance to delivery teams and support go‑live and stabilization

What We’re Looking For

  • 10+ years of overall IT experience, with deep experience in solution or technical architecture

  • 5+ years owning solution architecture for enterprise platforms

  • Strong hands‑on expertise with:

    • Dynamics 365 Customer Service & Omnichannel
    • Contact Center / CCaaS architectures
    • Copilot Studio / Conversational AI
    • Power Platform & Dataverse
    • Azure integration and security services

  • Experience designing platforms that support contact center KPIs (SLAs, AHT, CSAT, FCR)

  • Comfortable operating as a Practicing Solution Architect — hands‑on, delivery‑accountable, design‑authoritative

  • Strong communication skills and experience working with business, technical, and delivery stakeholders

Salary Range

$160,000 – $200,000

Benefits

Eligible for annual bonus and comprehensive benefits

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

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