As an MS D365 Contact Center Architect, you will be responsible for architecting, designing, and delivering scalable, secure, resilient, and AI-enabled customer engagement solutions using Microsoft Dynamics 365 Contact Center (CCaaS), Customer Service, Copilot Studio, Power Platform, Azure, and enterprise integration services. This role leads end-to-end solution architecture across AI Agents, automation, OP-CRM integrations, analytics, and operational governance to ensure seamless customer and agent experiences.
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Key Responsibilities:
- Lead the architecture and design of Microsoft D365 Contact Centre solutions leveraging Dynamics 365 Customer Service, Copilot Studio, and Power Platform.
- Serve as the architectural lead for projects, ensuring overall solution design and technical integrity.
- Design highly available, scalable, and secure enterprise contact center solutions.
- Define architecture for Copilot Studio, AI Agents, and Generative AI capabilities.
- Implement integration strategies with external systems and CRMs using Azure Logic Apps, Power Automate, and APIs.
- Validate customer requirements and assess the feasibility for messaging channels.
- Establish and maintain architecture documentation and governance policies.
- Act as a liaison between business and technical teams, translating business requirements into technical solutions.
- Implement security frameworks and ensure compliance with customer region or requirements, configuring role-based access controls (RBAC).
- Define and oversee testing strategies for unit, integration, and user acceptance testing (UAT).
- Mentor developers, lead technical teams, and collaborate with stakeholders to ensure successful delivery.
Required Skills & Experience:
- 10+ years of experience in Contact Centre technologies.
- 3+ years in solution architecture, designing scalable and secure Contact Centre solutions.
- Hands-on experience with CCaaS solutions, including Agentic AI, telephony, routing, self-service capabilities, and Gen AI capabilities.
- Strong proficiency in Contact Center, D365 Customer Service, Copilot Studio, and Power Platform.
- Expertise in Azure Logic Apps, Power Automate, and API-based integrations.
- Knowledge of security frameworks and compliance standards (GDPR, HIPAA, RBAC).
- Experience defining and managing testing strategies (unit, integration, UAT).
- Strong leadership skills, with experience mentoring technical teams and engaging business stakeholders.
Preferred Qualifications:
- MB-230 Certification: Microsoft Dynamics 365 Customer Service Functional Consultant
- PL-900 Certification: Microsoft Certified: Power Platform Fundamentals
- Attended L200 Microsoft Online Course
About the company:
The company is an IT services, consulting, and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years. The company provides a consulting-led, cognitive-powered, integrated portfolio of business, technology, and engineering services and solutions. They utilize a unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development. The company is part of a large multinational business group, with over 616,171 trained consultants representing 157 nationalities in 53 countries.
Location: Dubai, United Arab Emirates
Job Type: Full-Time (On-site)
Application Deadline: 18 July 2026
Language Requirements:
(Not specified)
