Dynamics 365 Contact Centre Architect

Company: Avanade
Location: Irving
Posted on: January 20, 2026

Job Description:

We are looking for a Dynamics 365 Contact Centre Architect to join our growing team focused on delivering next-generation, AI-powered contact center solutions. This is a strategic technical leadership role at the forefront of Microsofts move into full-service CCaaS, where you will help architect and integrate scalable, omnichannel contact center solutions which will include automation and data-driven intelligence to drive transformative customer experiences. As a key member of our Contact Center go-to-market (GTM) initiative, you will collaborate with pre-sales, industry experts, delivery teams, and Microsoft to define and execute scalable, intelligent solutions built on Dynamics 365 Contact Center, Azure Communication Services, Teams Voice, Power Platform and Microsoft Copilot creating powerful agent and customer experiences across industries. Key Responsibilities • Understand client CX needs and industry trends to design forward-thinking CCaaS solutions. • Collaborate with pre-sales and account teams to shape solutions, estimate effort, and support proposal development. • Define and implement workflows that cover voice, digital messaging, bots, knowledge, and agent assist capabilities within the Microsoft ecosystem. • Architect modern contact center solutions using Microsoft Contact Center Platform, Dynamics 365 Customer Service, D365 Copilot, Azure Communication Services, Copilot Studio, Power Platform and Teams Voice. • Lead technical implementation across pre-sales, solution planning and delivery. • Define repeatable reference architectures, deployment models, and reusable accelerators. • Stay current on Microsoft’s CCaaS roadmap, product enhancements, and ecosystem partnerships. Qualifications • 7 years of experience in enterprise technology consulting or architecture roles • Minimum 2–3 years delivering modern contact center solutions • Minimum 5 years of hands-on experience with Microsoft D365 Customer Engagement (CE) • Proven pre-sales and solution delivery experience • Strong understanding of Microsoft’s CCaaS strategy and product roadmap • Excellent communication skills with both technical and business stakeholders Required Skills • Microsoft Dynamics 365 Contact Center • IVR and call flow design, including routing, speech recognition tunning, escalation, and fallback logic • SIP, VoIP, CTI and telephony integration (knowledge of SBCs and PSTN optional) Other Desirable Skills • Microsoft Ecosystem • Microsoft Dynamics 365 Customer Service (including Omnichannel for Customer Service) • Power Platform Microsoft Copilot Studio for conversational AI (design and implementation) and agent assist • Microsoft Teams integration for agent collaboration • Azure Communication Services (voice, video, SMS, chat) • Solution Architecture & Integration • API design and integration using REST, Logic Apps, and Azure Functions • Data modeling and analytics (Dataverse, SQL, Cosmos DB) • Compliance, security, and identity management (Azure AD, RBAC, GDPR, HIPAA) • AI & Automation • Azure Bot Framework and Cognitive Services (NLP, translation, sentiment) • Real-time dashboarding and reporting with Power BI Preferred Certifications • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate • Microsoft Certified: Azure Solutions Architect Expert • Microsoft Certified: Power Platform Solution Architect Expert • Certifications from CCaaS vendors such as NICE, Nuance, Genesys, or Five9 (optional but valuable

Keywords: Avanade, Bedford , Dynamics 365 Contact Centre Architect, IT / Software / Systems , Irving, Texas