Dynamics 365 Customer Service - Solution Architect (ID#5235)

Dynamics 365 Customer Service - Solution Architect (ID#5235)

The Solution Architect is accountable for the end-to-end architecture and functional design of the Microsoft Dynamics 365 Customer Service and Omnichannel (Contact Center) solution. This role ensures alignment between business requirements, contact center best practices, Microsoft platform capabilities, and non‑functional requirements such as scalability, security, and operability.

This is a contract role only.

Key Responsibilities

• Own the overall solution architecture for Dynamics 365 Customer Service and Omnichannel
• Lead requirements validation and translate business needs into functional and technical designs
• Define the contact center architecture, including:
• Case management and routing models
• Omnichannel strategy (voice, chat, email, digital)
• IVR and skills-based routing design
• Design integration architecture with existing sys...