D365 CE Solution Architect (CCAS & Customer Service AI)
Posted 1 week ago by W3Global
Negotiable
Undetermined
Onsite
Luton, England, United Kingdom
Summary: The role of D365 CE Solution Architect focuses on leading the architecture and technical design of complex Contact Centre as a Service (CCaaS) implementations using Dynamics 365 Customer Engagement. The ideal candidate will possess extensive experience in delivering end-to-end service experiences that integrate various communication channels and AI-driven solutions. This position requires a strategic approach to solution design, ensuring seamless customer engagement across all service channels. The role is based in Luton, UK, with an initial requirement for on-site presence for the first eight weeks.
Key Responsibilities:
- Own the end-to-end solution design for CCaaS implementations on Dynamics 365.
- Lead the design of the Customer Service Workspace for agent productivity.
- Define architecture for channel integration including voice, chat, email, and social media.
- Architect solutions leveraging AI for Agent Assist and chatbot strategy.
- Oversee the integration of telephony systems into Dynamics 365.
- Define data strategy and architecture for customer interaction history.
- Collaborate with developers and stakeholders to deliver scalable designs.
- Review and approve solution documentation and lead technical workshops.
Key Skills:
- 6+ years of experience in Dynamics 365 CE, with a focus on Customer Service and Omnichannel.
- Proven experience in delivering Contact Centre solutions with various integrations.
- Strong command of Customer Service Workspace configuration.
- Expertise in AI-powered features and Power Platform tools.
- Solid knowledge of Azure components and DevOps practices.
- Excellent communication skills for engaging stakeholders.
Salary (Rate): undetermined
City: Luton
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Location: Luton, UK (may need to be 100% on site for the first 8 weeks)
Start: ASAP
Duration: 6 months+
Role Summary
We are looking for a seasoned Solution Architect with deep expertise in Dynamics 365 Customer Engagement , specializing in Contact Centre as a Service (CCaaS) solutions. The ideal candidate will have a proven track record of architecting and delivering end-to-end service experiences that combine Customer Service Workspace , omnichannel routing , AI-driven agent assist , and telephony integration . You will lead the architecture and technical design of complex CCaaS implementations for enterprise clients, ensuring scalable, intelligent, and seamless customer engagement across all service channels.
Key Responsibilities
- Strategic Solution Architecture
- Own the end-to-end solution design for CCaaS implementations on Dynamics 365, covering customer service, omnichannel engagement, and AI capabilities.
- Lead the design of the Customer Service Workspace, configuring and extending for agent productivity and efficiency.
- Define architecture for channel integration including voice, chat, email, WhatsApp, social media, and custom channels.
- AI & Automation Enablement
- Architect solutions leveraging AI for Agent Assist, including real-time suggestions, knowledge surfacing, and context-aware automation.
- Define chatbot strategy using Power Virtual Agents, ensuring seamless integration with D365 and escalation flows to human agents.
- Design AI for Supervisors including real-time dashboards, conversation intelligence, and sentiment analytics.
- Guide implementation of Intelligent IVR leveraging Azure Communication Services or integrated CCaaS platforms.
- Platform Integration & Governance
- Oversee the integration of telephony systems (e.g., Genesys, NICE, Five9, Azure Communication Services) into Dynamics 365 via certified connectors or custom middleware.
- Define data strategy and architecture for interaction history, customer profile unification, and insights-driven routing.
- Ensure robust governance across environments, security roles, compliance, and performance management.
- Technical Leadership
- Collaborate with developers, functional consultants, and client architects to deliver scalable, supportable designs.
- Review and approve solution documentation including architecture blueprints, integration specs, and API definitions.
- Lead technical workshops and architecture governance boards with stakeholders and vendors.
- Contribute to pre-sales solutioning, technical scoping, and effort estimation as required.
Required Skills And Experience
6+ years of experience in Dynamics 365 CE, with at least 3 years in Customer Service and Omnichannel. Proven experience delivering Contact Centre solutions with voice, chat, social, and third-party telephony integrations. Strong command of Customer Service Workspace configuration and extensibility (e.g., session templates, macros, app profiles). Expertise in AI-powered features: agent assist, conversation intelligence, call transcription, sentiment scoring. Experience with Power Platform, including Power Automate, Power Apps, and Power Virtual Agents. Solid knowledge of Azure components such as Azure Communication Services, Bot Framework, Logic Apps, Cognitive Services. Understanding of DevOps practices, solution lifecycle, and CI/CD pipelines for D365 solutions. Excellent communication skills with the ability to engage business and technical stakeholders alike.
Desirable Qualifications
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Expert (MB-230) Power Platform Solution Architect (PL-600) Experience integrating with CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, Amazon Connect, or Twilio. Exposure to Copilot for Service, Unified Routing, and Omnichannel Voice. Familiarity with regulatory and compliance requirements around data privacy and call recording (e.g., GDPR, PCI-DSS).