Customer Contact Centre Architect (D365 / CCaaS) – Contract
Posted 1 week ago by Experis UK
Negotiable
Inside
Remote
England, United Kingdom
Summary: The role of Customer Contact Centre Architect involves shaping and delivering an enterprise-scale customer engagement platform within a major consulting-led transformation programme. This hands-on architecture position requires expertise in Microsoft Dynamics 365 and CCaaS capabilities, with a focus on end-to-end architecture, solution design, and stakeholder alignment. The architect will lead the design and governance of the contact centre architecture while advising senior stakeholders on delivery strategies. The position is remote and classified as inside IR35.
Key Responsibilities:
- Owning the end-to-end contact centre architecture (target state, roadmap, patterns, NFRs).
- Leading solution design across Microsoft Dynamics 365 CE and contact centre/CCaaS capabilities.
- Defining integration approaches across CRM, telephony/voice, digital channels, data, and identity.
- Driving alignment across multiple delivery streams (engineering, data, security, ops, vendors).
- Advising senior stakeholders and steering groups on trade-offs, risk, and delivery strategy.
Key Skills:
- Proven experience as a Contact Centre / Customer Engagement Architect in large enterprises.
- Strong Microsoft Dynamics 365 Customer Engagement (D365 CE / CRM) background.
- Experience with Dynamics 365 Contact Centre / Omnichannel and/or wider CCaaS platforms.
- Track record delivering complex, multi-workstream transformations at scale (16,000+ user environments or equivalent enterprise complexity).
- Strong architecture governance: HLD/LLD, integration patterns, NFRs, security/compliance considerations.
Salary (Rate): undetermined
City: undetermined
Country: United Kingdom
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: Senior
Industry: IT
Customer Contact Centre Architect (D365 / CCaaS) – Contract Inside IR35 | Remote (UK)
A major consulting-led transformation programme is looking for a senior Customer Contact Centre Architect to shape and deliver an enterprise-scale customer engagement platform. This is a hands-on architecture role with real influence across design, governance, delivery, and stakeholder alignment.
What you’ll be doing:
- Owning the end-to-end contact centre architecture (target state, roadmap, patterns, NFRs).
- Leading solution design across Microsoft Dynamics 365 CE and contact centre/CCaaS capabilities.
- Defining integration approaches across CRM, telephony/voice, digital channels, data, and identity.
- Driving alignment across multiple delivery streams (engineering, data, security, ops, vendors).
- Advising senior stakeholders and steering groups on trade-offs, risk, and delivery strategy.
What we’re looking for:
- Proven experience as a Contact Centre / Customer Engagement Architect in large enterprises.
- Strong Microsoft Dynamics 365 Customer Engagement (D365 CE / CRM) background.
- Experience with Dynamics 365 Contact Centre / Omnichannel and/or wider CCaaS platforms.
- Track record delivering complex, multi-workstream transformations at scale ( 16,000+ user environments or equivalent enterprise complexity).
- Strong architecture governance: HLD/LLD , integration patterns, NFRs, security/compliance considerations.
Contract details:
- Competitive Rate - Inside IR35
- Location: Remote (UK)
- Duration: Initial contract with extension potential
- Start: ASAP / short notice preferred
If you’re a seasoned architect who can design futureproof contact centre solutions and lead delivery across stakeholders, get in touch with your CV and availability.