MS D365 Contact Center Architect

Company

– Dubai, United Arab Emirates

About Us

Key Responsibilities

• Lead the architecture and design of Microsoft D365 Contact Centre solutions leveraging Dynamics 365 Customer Service, Copilot Studio, and Power Platform.
• Serve as the architectural lead for projects, ensuring overall solution design and technical integrity.
• Design highly available, scalable, and secure enterprise contact center solutions.
• Define architecture for Copilot Studio, AI Agents, and Generative AI capabilities.
• Define and implement integration strategies with external systems and CRMs using Azure Logic Apps, Power Automate, and APIs.
• Validate customer requirements and assess feasibility for messaging channels.
• Establish and maintain architecture documentation and governance policies for consistent usage.
• Act as a liaison between business and technical teams, translating business requirements into technical solutions.
• Implement security frameworks, ensure compliance as per Customer Region/ requirement and configure role-based access controls (RBAC).
• Define and oversee testing strategies for unit, integration, and user acceptance testing (UAT).
• Mentor developers, lead technical teams, and collaborate with stakeholders to ensure successful delivery.

Required Skills & Experience

• 10+ years of experience in Contact Centre technologies.
• 3+ years in solution architecture, designing scalable and secure Contact Centre solutions.
• Hands-on experience with CCaaS solutions, including , Agentic AI, telephony, routing, self-service capabilities, and Gen AI capabilities.
• Strong proficiency in Contact Center, D365 CS, Copilot Studio, and Power Platform.
• Expertise in Azure Logic Apps, Power Automate, and API-based integrations.
• Knowledge of security frameworks and compliance standards (GDPR, HIPAA, RBAC).
• Experience defining and managing testing strategies (unit, integration, UAT).
• Strong leadership skills with experience mentoring technical teams and engaging business stakeholders.

Preferred Qualifications

• MB-230 Certification- Microsoft Dynamics 365 Customer Service Functional Consultant
• PL-900 Certification: Microsoft Certified: Power Platform Fundamentals
• Attended L200 Microsoft Online Course.
• Thank you for expressing interest in this role at TCS.
• We will review your application and reach out to you if your profile aligns with our requirements for this opportunity.

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