Dynamics 365 Contact Center Architect

mVerve - Empowering businesses through Digital Transformations

Website: mverve.com
Job details:

We are looking for a highly experienced and innovative Dynamics 365 Contact Center Architect to lead the design and implementation of modern, AI-enabled contact center solutions. This role will focus on architecting end-to-end customer engagement platforms using Microsoft Dynamics 365 Customer Service, Azure Communication Services, Microsoft Copilot, and third-party CTI integrations such as Genesys Cloud CX, Avaya.

Key Responsibilities

• Architect scalable and intelligent contact center solutions using Dynamics 365 Customer Service Workspace, Omnichannel for Customer Service, and Channel Integration Framework (CIF) v2.0.
• Design and implement Azure Communication Services (ACS) for voice, video, chat, and SMS capabilities within the Dynamics 365 ecosystem.
• Integrate and configure Copilot Studio to enable AI-powered agent assist, case summarization, and conversational workflows.
• Define and manage data models using Microsoft Dataverse to support case, contact, and interaction data.
• Build and automate workflows using Power Automate and develop custom apps using Power Apps to enhance agent and supervisor experiences.
• Lead integration efforts with third-party CTI platforms (e.g., Genesys Cloud CX, Avaya, Twilio) using third party telephony connector.
• Use of Generative AI / LLMs to enhance Agent assist functionalities
• Ensure secure and seamless Single Sign-On (SSO) and identity management using Microsoft Entra ID.
• Establish governance for user role access, security roles, and data permissions across Dynamics 365 and integrated systems.
• Collaborate with business stakeholders to gather requirements and translate them into scalable technical solutions.
• Provide architectural guidance throughout the project lifecycle, including design, development, testing, deployment, and support.
• Stay current with Microsoft’s roadmap and emerging technologies in AI, cloud communications, and customer service.

Required Skills & Qualifications

• B. Tech or Equivalent
• 8-10 years of overall experience, hands on experience in contact center implementation using cloud platforms, with deep expertise in Microsoft Dynamics 365 Customer Service.

Hands-on experience with:

• Generative AI
• Azure Communication Services
• Sentiment analysis
• Copilot Studio
• CIF v1.0 and v2.0
• Power Automate
• Experience with CTI integrations using third party connectors.
• Understanding of Microsoft Entra ID, OAuth, and enterprise identity management.
• Proven ability to define and manage user roles, security models, and access controls in Dynamics 365.
• Excellent communication, documentation, and stakeholder engagement skills.

Certifications

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
• Microsoft Certified: Power Platform Solution Architect

Click on Apply to know more.