Microsoft Dynamics 365 Contact Center Architect

Our Solution Architects bring a mix of technical skills, industry insight, business acumen and leadership. They shape and define solution architectures for our clients, leading delivery, defining project plans, managing detailed design, informing technical risk analysis, and supporting estimation. Our Contact Centre architects specialize in Dynamics 365 Contact Center, with a strong understanding of an AI‑first approach and the extensibility of AI agents via Copilot.

Hybrid working: The places you work from day to day will vary according to your role and the business; it will be a blend of company offices, client sites and home. You will not be able to work at home 100% of the time.

Pre‑employment checks: identity, nationality or immigration status, employment history back 3 continuous years, and an unspent criminal record check (Disclosure and Barring Service).

Your role

• Oversee and shape user needs gathering to ensure technical fit, helping inform the wider architecture of the solution to meet client objectives and user needs.
• Own the high‑level and low‑level solution design of end‑to‑end Microsoft Dynamics 365 projects.
• Design solutions with focus on security, accessibility and performance to ensure safety and scalability.
• Design the integration architecture and interfaces required using the full capabilities of the Microsoft technology stack.
• Be a key person interacting with client stakeholders, building relationships and customer trust in the capabilities of Dynamics 365 and the Power Platform and demonstrating the art of the possible that inspires clients and colleagues to deliver the best technical solution possible.

Your Skills And Experience

• Experience delivering Dynamics 365 Contact Center solutions, with a background specialising in Dynamics 365 Customer Service.
• Energy and excitement about the technologies and capabilities provided by Dynamics 365 and the Power Platform, including an understanding of Azure, SharePoint and related Microsoft technology stack.
• Knowledge of software engineering best practices, Microsoft Dynamics CRM SDK, C#, Visual Studio and Team Foundation Server.
• Full implementation lifecycle experience of CRM‑based programmes within Microsoft Dynamics 365 and the Power Platform.
• Experience with Continuous Integration and Continuous Delivery, ideally using Azure DevOps.
• A passion for delivering according to an agile methodology, planning projects and releases in sprints and writing Epics, Features and User Stories.
• Using your consulting skills: form strong and lasting relationships with clients and colleagues; clearly articulate and present ideas and solutions in line with Microsoft Dynamics 365 and the Power Platform; engage stakeholders at all levels; translate business and customer needs into a great digital customer experience; and continually develop your knowledge of new Microsoft functionality.
• Recent Microsoft certifications are advised.

Your security clearance

To be successfully appointed to this role, it is required to obtain Security Check (SC) clearance. Applicants must have resided continuously within the United Kingdom for the last five years and meet other eligibility criteria.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Design, Art/Creative, and Information Technology

Industries

IT Services and IT Consulting