Microsoft D365 Solution Architect

Microsoft D365 Contact Center Solution Architect

Loaction :- Gurugram, BLR, Chennai, & Pune

rate: - 150K/M

EXP: - 5+ years and 8+ years

Primary Skill (Technical Skill) Microsoft D365 Contact Center

Secondary Skill (optional) IP Voice / Cloud Contact Center Architecture

Educational Qualifications B.E. / B.Sc./Dip.

Role & Responsibilities · Lead end‐to‐end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions · Conduct requirement discovery and design workshops focused on contact center journeys · Design voice, IVR, and omnichannel routing architectures aligned to business needs · Define high‐level and low‐level architecture covering telephony, bots, integrations, security, and data flows · Architect IVR call flows, intelligent routing, queue strategies, and agent experience · Lead integration with telephony providers, bots (Copilot / Power Virtual Agents), and third‐party systems · Govern configuration, deployment, release planning, and environment strategy · Ensure solution quality across build, test, UAT, and production readiness · Own architecture documentation, HLD/LLD, design decisions, and implementation runbooks · Support controlled handover to operations and support teams

Skills Must have Nice to Have

Technical Skills

(Core & Top-Up) · Strong experience with Microsoft Dynamics 365 Contact Center · Deep understanding of contact center operations (IVR, queues, routing, SLAs) · Experience designing voice and digital customer journeys · Knowledge of telephony fundamentals (call routing, IVR behavior, SIP concepts) · Experience with bots, automation, and AI‐assisted contact center workflows · Strong documentation and solution governance capabilities · Experience with enterprise CCaaS transformations · Exposure to AI/NLP use cases in contact centers · Experience with multi‐region or global contact center deployments · Familiarity with DevOps / CI‐CD concepts for platform deployments

Skills Must have Nice to Have

Process & Tools · Experience across the full lifecycle: design, build, test, UAT, deploy · Familiarity with release management and change governance · Ability to coordinate across architects, developers, QA, and operations teams · Contribution to solution standards and reusable assets · Vendor coordination during implementation and integration phases

Behavioral Skill · Strong ownership and accountability mindset · Clear and confident communication with senior stakeholders · Structured, solution‐oriented approach · Ability to mentor technical teams and lead complex discussions · Comfortable working in global, multi‐stakeholder environments · Experience of handling global customers