Dynamics 365 Customer Service & Contact Center Architect

Capgemini -
Atlanta, GA

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Job Details

Full-time
$160,650 - $201,495 a year
3 days ago

Qualifications

AI chatbots
Systems integration
High availability solutions design
Improving system uptime or availability
Integration Architecture Design (Architecture design skills)
Enterprise solutions implementation
Microsoft Dynamics 365
Scalable systems
Enterprise software systems development
Cloud security best practices implementation
Integration Platforms (Enterprise solutions)
Azure AD
Security controls design
Scalability
Telephone systems
Cloud Architecture Design (Architecture design skills)
AI-driven automation
Cloud integration projects
Project stakeholder communication
Data security architecture
Design (software development lifecycle)
Cross-functional communication
Microsoft Dynamics
High availability

Full Job Description

Job Description:

Dynamics 365 CCaaS & Copilot Studio Architect

Location: New York, NY | Atlanta, GA | Chicago, IL
Employment Type: Full‑time
Work Authorization: Must be legally authorized to work in the United States without current or future employer sponsorship. Capgemini is unable to provide visa sponsorship for this position.

Role Overview

Capgemini is seeking a Dynamics 365 CCaaS & Copilot Studio Architect to lead the end‑to‑end architecture, design, and technical governance of enterprise‑scale contact center and customer experience (CX) solutions built on the Microsoft ecosystem.

This role is responsible for translating business and CX requirements into secure, scalable, and highly available CCaaS architectures, while providing hands‑on architectural leadership across solution design, integrations, AI enablement, and deployment.

Key Responsibilities

CCaaS & CX Architecture

Own the end‑to‑end architecture for Dynamics 365‑based Contact Center (CCaaS) solutions
Design holistic solutions covering interaction intake, routing, agent experience, orchestration, integrations, security, and operational tooling
Define CCaaS architecture patterns, standards, and guardrails to ensure platform consistency and extensibility
Translate business and CX requirements into architecture designs that are scalable, maintainable, and secure

Dynamics 365 Platform Design

Architect solutions across Dynamics 365 Customer Service including:
- Case management, workflows, automation, SLAs, and knowledge management
Design Omnichannel capabilities such as chat, messaging, email, and unified agent desktop workloads
Architect voice and telephony integrations including routing, IVR, call handling, and recordings (where applicable)
Design agent and supervisor experiences with queues, skills‑based routing, and performance visibility
Ensure designs support operational KPIs such as service level, AHT, FCR, CSAT, and containment

Copilot Studio & AI Architecture

Architect Copilot Studio‑based virtual agent and conversational AI solutions
Design conversational flows, orchestration patterns, and AI‑assisted customer and agent interactions
Define bot‑to‑agent handoff patterns with contextual awareness and escalation logic
Establish AI integration patterns for self‑service, agent assist, knowledge surfacing, and automation
Apply responsible AI, governance, and compliance principles

Integration Architecture

Design end‑to‑end integrations between CCaaS platforms and enterprise systems using Azure‑based integration services
Define interface contracts, canonical data models, and transformation logic
Architect integrations across CRM, identity, telephony, workforce management, quality and recording systems, analytics platforms, and downstream systems of record
Ensure integrations meet resiliency, performance, security, and scalability requirements

Data, Security & Non‑Functional Requirements

Design CCaaS data architecture across Dataverse, interaction metadata, transcripts, cases, and operational metrics
Define data governance, privacy, retention, and lineage controls, including PII protection
Design security architecture using Microsoft Entra ID, role‑based access control, managed identities, Key Vault, and least‑privilege principles
Define and validate non‑functional requirements including availability, scalability, performance, and disaster recovery

Environment, ALM & Delivery Governance

Define environment strategies across development, test, UAT, pre‑production, and production
Establish ALM and CI/CD patterns for Dynamics 365, Power Platform, Copilot Studio, and Azure components
Produce and own architectural artifacts including HLDs, LLDs, integration designs, and solution standards
Review implementations for architecture alignment and prevent design drift
Provide hands‑on technical guidance to delivery teams and support cutover, go‑live, and stabilization

Required Qualifications

12+ years of experience in solution or technical architecture roles
Deep hands‑on experience with contact center and customer service platforms
Strong expertise in Dynamics 365 Customer Service and Omnichannel
Proven experience architecting conversational AI and virtual agent solutions using Copilot Studio
Strong Azure integration and security architecture background
Experience designing enterprise‑scale, highly available solutions in regulated environments
Excellent communication skills with the ability to influence technical and non‑technical stakeholders

Preferred Qualifications

Large‑scale CCaaS modernization or transformation experience
Power Platform architecture and governance experience
Experience working in complex enterprise or financial services environments

For this role, the gross annual base salary range is $160,650 to 201,495 / yearly for a full-time position. This range covers base pay only; we will discuss any bonuses, incentives, and benefits during the hiring process. Your exact offer will depend on objective, job-related factors – like your experience, skills, and qualifications – in line with our fair pay principles. If a collective labour agreement applies to this role, we will share the relevant pay scale details with you. Note: We never ask about your current or past salary during our recruitment process.

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