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Job Description

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Job Title Microsoft D365 Contact Center Solution Architect
Primary Skill (Technical Skill) Microsoft D365 Contact Center
Secondary Skill (optional) IP Voice / Cloud Contact Center Architecture
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
• 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
Robust 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
• Exposure to AI/NLP use cases in contact cen

📌 Microsoft Dynamics 365 Contact Center Architect (Gurugram)
🏢 Wipro
📍 Gurugram