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 -
You must hold the relevant residency status or visa to be considered for this role as the business will not sponsor.
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.
You must hold the relevant residency status or visa to be considered for this role as the business will not sponsor.
