Job Title: ADMINISTRATOR L3(CONTRACT)
City: Gurugram
State/Province: Haryana
Posting Start Date: 8/17/26

Loaction: - Gurugram, BLR, Chennai, & Pune

rate: - 150K/M

EXP: - 5+ years and 8+ years

Job Title Microsoft D365 Contact Center Solution Architect

Proposed Grade Band B3 / C1

Primary Skill (Technical Skill) Microsoft D365 Contact Center

Secondary Skill (optional) IP Voice / Cloud Contact Center Architecture

Educational Qualifications B.E. / B.Sc./Dip.

Experience Level 7 - 10 Years or more

Role & Responsibilities - Lead end‑to‑end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions - Conduct requirement discovery and design workshops focused on contact center journeys - Design voice, IVR, and omnichannel routing architectures aligned to business needs - Define high‑level and low‑level architecture covering telephony, bots, integrations, security, and data flows - Architect IVR call flows, intelligent routing, queue strategies, and agent experience - Lead integration with telephony providers,



bots (Copilot / Power Virtual Agents), and third‑party systems - Govern configuration, deployment, release planning, and workplace strategy - Ensure solution quality across build, test, UAT, and production readiness - Own architecture documentation, HLD/LLD, design decisions, and implementation runbooks - Support controlled handover to operations and support teams

Skills Must have Nice to Have

Technical Skills

(Core & Top-Up) - Strong experience with Microsoft Dynamics 365 Contact Center - Deep understanding of contact center operations (IVR, queues, routing, SLAs) - Experience designing voice and digital customer journeys - Knowledge of telephony fundamentals (call routing, IVR behavior, SIP concepts) - Experience with bots, automation, and AI‑assisted contact center workflows - Strong documentation and solution governance capabilities - Experience with enterprise CCaaS transformations - Exposure to AI/NLP use cases in contact cent

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