D365 and CCaaS Architect

We are working with a global technology partner supporting a major end user in the financial services sector to deliver a large-scale, modern customer engagement and contact centre transformation.
We are seeking an experienced Dynamics 365 Customer Engagement (CE) Architect with CCaaS expertise to design, implement, and optimise end-to-end omnichannel customer service solutions. This role will play a key part in shaping scalable, AI-enabled contact centre capabilities built on Microsoft Dynamics 365 and Azure technologies.

As a Dynamics 365 CE Architect, you will be responsible for the technical design and leadership of enterprise-grade contact centre solutions, integrating Dynamics 365 Customer Service with voice, chat, digital channels, and AI-driven capabilities.

You will work closely with stakeholders across technology and the business, acting as a trusted technical authority within complex transformation programmes.

Key responsibilities day to dat will include - 

• CCaaS Architecture:
  Design and deliver end-to-end customer service and contact centre solutions using Dynamics 365 CE integrated with modern CCaaS platforms, covering voice, email, chat, and digital channels.
• Omnichannel & Routing:
  Lead the configuration and optimisation of Unified Routing, ensuring efficient case and conversation distribution to the right agents.
• AI & Automation:
  Implement Copilot Service Workspace, Copilot Studio, and AI-driven capabilities such as real-time agent assist, sentiment analysis, and call transcription.
• Integration:
  Integrate Dynamics 365 with third-party telephony platforms, Azure Communication Services, and wider CRM and enterprise systems.
• Technical Leadership:
  Define technical requirements, design scalable and secure architectures, and provide guidance on DevOps and best practices across delivery teams.