Dynamics Contact Center Architect

About the role

We are looking for a senior, hands-on Digital Contact Center Transformation Architect to own the technical direction and outcomes of a modern, digital contact center platform (the new MS Dynamics 365 Contact Center).

Responsibilities

• Own Digital Contact Center Outcomes end to end (chat, messaging, and email)
• Lead AI, Copilot, and Automation Strategy
• Architect and Evolve the Digital Contact Center Platform
• Serve as a Trusted Onsite Advisor to Clients
• Integration & Enterprise Enablement

Qualifications For Success

• 5+ years designing or leading digital contact center solutions.
• Direct ownership of MS Dynamics 365 chat, messaging, and email channel platform.
• Proven delivery against AHT, containment/deflection, CSAT, and cost per interaction.
• Hands-on experience implementing conversational AI, Copilot, or virtual agents.
• Experience with digital deflection strategies (self-service, bots, automation).
• Microsoft ecosystem experience including Dynamics 365 Customer Service / Omnichannel and Power Platform (Power Automate, Power Apps, Power BI).
• Copilot Studio experience preferred.