Microsoft Dynamics 365 CCaaS Solution Architect

Experience: 8+ years

Location: Remote

Engagement: Long-term project with a global enterprise customer

About the Role

We are hiring an experienced Microsoft Dynamics 365 CCaaS Solution Architect to design and deliver enterprise contact center solutions for a large-scale customer engagement program. The ideal candidate brings deep expertise across Dynamics 365 Customer Service, Omnichannel, Copilot Studio, Power Platform, Azure AI, and complex enterprise integrations.

Key Responsibilities

- Architect end-to-end Dynamics 365 Contact Center (CCaaS) solutions.
- Conduct requirement workshops and define solution architecture.
- Design omnichannel customer engagement across Voice, Chat, Email, SMS, and Social channels.
- Implement AI-powered NL-IVR, Copilot Studio chatbots, and intelligent routing.
- Design integrations with Dynamics 365, SAP/Oracle, payment gateways, and third-party applications.
- Implement Azure AI, Cognitive Services, Azure Functions, Logic Apps, Service Bus, and REST APIs.
- Lead architecture governance, CRPs, UAT, Go-Live,



and production support.
- Mentor technical teams and collaborate with business stakeholders.

Required Skills

- 8+ years of Dynamics 365 CE / Customer Service experience.
- Proven experience in Microsoft Dynamics 365 Contact Center (CCaaS) solution architecture.
- Strong expertise in Dynamics 365 Customer Service, Omnichannel, Copilot Studio, and Power Platform.
- Hands-on experience with Azure AI, Bot Framework, Azure Communication Services, Logic Apps, Azure Functions, Service Bus, Dataverse, and REST APIs.
- Solid working knowledge of IVR, SIP/PSTN, WebRTC, voice routing, contact center operations, SLA management, security, and enterprise integrations.

Preferred Qualifications

- Microsoft Certifications: MB-230, PL-200, PL-600, AI-900 (AZ-305 preferred).
- Experience with Microsoft FastTrack and global CCaaS implementations.
- Solid leadership, stakeholder management, and client-facing consulting skills.

📌 Microsoft Dynamics 365 CCaaS Solution Architect (Ghaziabad)
🏢 Steady Rabbit
📍 Ghaziabad