Dynamics 365 Contact Center Architect - #306260

Cleveland, OH, United States (On-site) Contract (2 months 15 days) Published 16 minutes ago Workforce Management Quality Assurance Power BI knowledge management Power Platform Data Migration Dynamics 365 Microsoft Copilot Power Apps CCaaS Modernization

• The Dynamics 365 Contact Center Architect is responsible for designing, governing, and delivering enterprise scale Contact Center and Customer Service solutions built on Microsoft Dynamics 365 Contact Center, Customer Service, Power Platform, Azure, and Teams.

• The role combines solution architecture, CCaaS modernization, AI driven service design, and client facing leadership, with accountability for end to end technical architecture across self service, assisted service, workforce optimization, and supervisor experiences.
  
  
  

Required Skills & Experience:

Core Experience:

• 12+ years in Microsoft Dynamics 365 / CRM architecture

• 3+ years in Contact Center or Customer Service transformation programs

• Strong experience with Dynamics 365 Contact Center and/or Customer Service Omnichannel

Technical Skills:

• Dynamics 365 Customer Service, Contact Center, Dataverse

• Power Platform (Power Apps, Power Automate, Copilot Studio)

• Azure integration services (Functions, Logic Apps, Service Bus, API Management)

• Omnichannel routing, IVR, bots, CTI, Teams integration

• Reporting & insights using Power BI, Customer Service Insights

• DevOps, CI/CD, environment strategy, and ALM

Domain & Soft Skills:

• Strong understanding of Contact Center operations and KPIs

• Financial Services or regulated industry experience preferred

• Excellent client facing, storytelling, and stakeholder management skills

• Ability to translate business outcomes into technical architecture
  
  
  

Key Responsibilities:

Solution & Architecture Leadership:

• Define end to end Dynamics 365 Contact Center architecture across voice, digital channels, case management, knowledge, WFM, and analytics

• Design Copilot first service experiences including virtual agents, agent assist, case summarization, and supervisor insights

• Own architecture decisions for omnichannel routing, IVR, bots, CTI/telephony, and Teams Phone integration

• Establish scalable, secure, and compliant architectures suitable for regulated Financial Services environments

Contact Center & Service Capabilities:

• Architect self service (virtual agents, conversational IVR) and agent assisted service experiences

• Design agent desktop experiences using Dynamics 365, Power Apps, and embedded Copilot

• Enable supervisor capabilities including monitoring, whisper/barge in, forecasting, scheduling, and performance insights

• Drive KPI alignment to AHT, FCR, CSAT/NPS, containment, and cost to serve

Integration & Platform Architecture:

• Define integration patterns using Azure Functions, Logic Apps, Service Bus, APIs, and Dataverse

• Integrate with core banking / policy / claims / CRM / data platforms

• Lead data migration, customer 360 design, and event driven architectures

• Ensure seamless coexistence with existing CRMs or legacy CCaaS platforms (rip and replace or hybrid models)

Delivery, Governance & Pre-Sales:

• Act as technical authority across delivery programs and pursuits

• Lead architecture workshops, solution blueprints, and PoCs

• Support RFP/RFQ responses, estimations, and client presentations

• Mentor architects and engineering teams; enforce best practices and Microsoft product roadmaps
  
  
  

Preferred / Good to Have:

• Experience with Copilot, Generative AI, and AI assisted service design

• Workforce Management (forecasting, scheduling, QA) exposure

• Experience modernizing legacy CCaaS platforms

• Microsoft certifications (Dynamics 365, Power Platform, Azure)

• NOTE: This requsition raised for Contact Center project under Policypro service Management.

The pay range that the employer in good faith reasonably expects to pay for this position is $47.20/hour - $73.75/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.

Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.