Dynamics 365 Contact Centre Solution Architect

Dynamics 365 Contact Centre Solution Architect

Inside IR35, £700 - £730 P/D

Fully remote

3-6 months

We are looking for a senior Dynamics 365 Contact Centre Solution Architect to lead the architecture, governance and strategic design of enterprise customer engagement and contact centre transformation programmes. The successful candidate will possess extensive experience across Dynamics 365, CCaaS platforms, CRM transformation, omnichannel engagement, AI enablement and enterprise architecture.

Key Responsibilities

• Own the end-to-end solution architecture for large-scale contact centre and customer service transformation programmes.
• Define target-state architectures across Dynamics 365 Customer Engagement, Customer Service, CCaaS and customer experience platforms.
• Design scalable omnichannel customer engagement solutions spanning voice, digital, messaging and self-service channels.
• Establish architecture standards, governance frameworks and design authority processes.
• Lead technology selection, solution assurance and architecture reviews across complex programmes.
• Define integration architectures connecting CRM, telephony, contact centre, AI and enterprise systems.
• Develop strategic transformation roadmaps, operating models and...