Dynamics 365 CCaaS & Copilot Studio Architect

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Role Overview

The Dynamics 365 CCaaS Architect is responsible for the end-to-end architecture and technical design of Microsoft-based Contact Center as a Service (CCaaS) solutions. This role leverages the Dynamics 365 ecosystem, including Customer Service, Omnichannel (voice and digital), Copilot Studio, Power Platform, and Azure integration services, ensuring a scalable, secure, and enterprise-grade contact center platform.

Key Responsibilities

Own and design the end-to-end Dynamics 365 CCaaS solution architecture.Translate business and customer experience requirements into scalable, secure technical designs.Architect solutions across Dynamics 365 Customer Service, Omnichannel (chat, messaging, email, voice/telephony), and Copilot Studio.Design AI-driven solutions, including virtual agents, conversational flows, and seamless bot-to-agent handoffs.Define integration architecture with enterprise systems using Azure-based integration services.Design CCaaS data architecture, analytics, and reporting while ensuring data governance and privacy.Define and validate non-functional requirements (performance, availability, security, compliance).Establish environment strategy, ALM, CI/CD, and deployment architectures.Provide hands-on technical leadership, documentation, and governance support throughout delivery and go-live.

Qualifications

12+ years of experience in solution or technical architecture, with a strong focus on CCaaS and CRM platforms.Proven hands-on experience architecting Dynamics 365 CCaaS solutions.Strong expertise in Copilot Studio and conversational AI within contact center environments.Deep experience with Azure integration architecture and cloud-based solutions.Solid understanding of contact center operations, routing, and performance metrics.Experience in large-scale or regulated enterprise environments preferred.Strong documentation and stakeholder communication skills.Microsoft certifications (Dynamics 365, Power Platform, or Azure) are a plus.