onsite
Dynamics 365 Contact Center Architect - Capgemini
Software Engineer
Lead the design and delivery of enterprise‑scale Contact Center solutions on Dynamics 365, Power Platform, and Azure, integrating AI and Microsoft Copilot to modernize customer service workflows.
About the role
Key Responsibilities
- Architect end‑to‑end Contact Center solutions using Dynamics 365 Customer Service, Power Platform, and Azure services.
- Lead CCaaS modernization initiatives, integrating AI‑driven service design and Microsoft Copilot features.
- Collaborate with stakeholders to define governance, data migration, and knowledge management strategies.
- Deliver technical presentations and lead client workshops to showcase solution capabilities.
- Ensure compliance with security, scalability, and performance standards across the platform.
Requirements
- Proven experience designing Dynamics 365 Contact Center and Customer Service architectures.
- Strong knowledge of Power Platform, Power Apps, and Azure integration.
- Hands‑on experience with CCaaS platforms and AI‑enhanced service workflows.
- Excellent communication skills and ability to lead client‑facing engagements.
- Experience with data migration, governance, and knowledge management in a Microsoft ecosystem.
Skills
dynamics 365azurepower apps