We are seeking a top-tier Customer Contact Centre Architect with extensive experience in Microsoft Dynamics 365 Customer Engagement (D365 CE) and Contact Centre as a Service (CCaaS) solutions, specifically Dynamics 365 Contact Center.
This role requires a highly experienced consultant/architect who has successfully delivered large-scale, enterprise contact centre transformations, supporting environments of 16,000+ users.
Key Responsibilities
This role requires a highly experienced consultant/architect who has successfully delivered large-scale, enterprise contact centre transformations, supporting environments of 16,000+ users.
Key Responsibilities
- Lead architecture design and delivery of large-scale contact centre solutions using D365 CE and D365 Contact Center (CCaaS)
- Define end-to-end customer contact architecture across voice, digital, automation, and AI channels
- Design scalable, resilient, enterprise-grade solutions for contact centres with 16,000+ users
- Own solution architecture across integration, security, performance, and governance
- Provide strategic advisory support to senior stakeholders and executive sponsors
- Work closely with delivery teams to ensure best practice implementation
- Ensure alignment with enterprise architecture standards and cloud strategy
- Support programme leadership across multi-stream, complex transformation initiatives
- Extensive hands-on experience with Microsoft Dynamics 365 Customer Engagement (D365 CE)
- Proven expertise in CCaaS platforms, specifically D365 Contact Center
- Demonstrated experience architecting and delivering large-scale contact centre implementations (16,000+ users)
- Strong consulting background, ideally from large, complex enterprise transformation programmes
- Deep understanding of:
- Omnichannel customer engagement
- Cloud architecture and scalability
- Integration patterns (APIs, middleware, telephony integration)
- Security, compliance, and data governance
- Omnichannel customer engagement
- Experience leading architecture across geographically distributed environments
- Ability to operate at “top-tier” consulting level with strong stakeholder management and executive communication skills
- Background in major consulting organisations or large enterprise delivery programmes
- Proven track record delivering enterprise-scale D365 and CCaaS implementations
- Strategic thinker with hands-on architectural depth
- Comfortable operating in high-complexity, multi-vendor environments
