About the Job:
As a MS D365 Contact Center Architect at the company, you will lead the architecture and design of Microsoft D365 Contact Centre solutions, leveraging Dynamics 365 Customer Service, Copilot Studio, and Power Platform. This role involves serving as the architectural lead for projects, ensuring the overall solution design and technical integrity. You will be responsible for designing highly available, scalable, and secure enterprise contact center solutions, defining architecture for Copilot Studio, AI Agents, and Generative AI capabilities, and implementing integration strategies with external systems.
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Key Responsibilities:
- Lead the architecture and design of Microsoft D365 Contact Centre solutions.
- 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 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 requirements.
- Define and oversee testing strategies for unit, integration, and user acceptance testing (UAT).
- Mentor developers and lead technical teams, collaborating with stakeholders for 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 and telephony.
- Strong proficiency in Contact Center, D365 CS, 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.
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.
Application Deadline: 15 - July - 2026
Location: On-site in Dubai, United Arab Emirates
Language Requirements: Proficiency in English is preferred.
Thank you for considering this opportunity at the company. We will review your application and reach out if your profile aligns with our requirements.
