Dynamics 365 Contact Centre Architect
Company: Avanade
Location: Irving
Posted on: January 20, 2026
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Job Description:
We are looking for a Dynamics 365 Contact Centre Architect to
join our growing team focused on delivering next-generation,
AI-powered contact center solutions. This is a strategic technical
leadership role at the forefront of Microsofts move into
full-service CCaaS, where you will help architect and integrate
scalable, omnichannel contact center solutions which will include
automation and data-driven intelligence to drive transformative
customer experiences. As a key member of our Contact Center
go-to-market (GTM) initiative, you will collaborate with pre-sales,
industry experts, delivery teams, and Microsoft to define and
execute scalable, intelligent solutions built on Dynamics 365
Contact Center, Azure Communication Services, Teams Voice, Power
Platform and Microsoft Copilot creating powerful agent and customer
experiences across industries. Key Responsibilities • Understand
client CX needs and industry trends to design forward-thinking
CCaaS solutions. • Collaborate with pre-sales and account teams to
shape solutions, estimate effort, and support proposal development.
• Define and implement workflows that cover voice, digital
messaging, bots, knowledge, and agent assist capabilities within
the Microsoft ecosystem. • Architect modern contact center
solutions using Microsoft Contact Center Platform, Dynamics 365
Customer Service, D365 Copilot, Azure Communication Services,
Copilot Studio, Power Platform and Teams Voice. • Lead technical
implementation across pre-sales, solution planning and delivery. •
Define repeatable reference architectures, deployment models, and
reusable accelerators. • Stay current on Microsoft’s CCaaS roadmap,
product enhancements, and ecosystem partnerships. Qualifications •
7 years of experience in enterprise technology consulting or
architecture roles • Minimum 2–3 years delivering modern contact
center solutions • Minimum 5 years of hands-on experience with
Microsoft D365 Customer Engagement (CE) • Proven pre-sales and
solution delivery experience • Strong understanding of Microsoft’s
CCaaS strategy and product roadmap • Excellent communication skills
with both technical and business stakeholders Required Skills •
Microsoft Dynamics 365 Contact Center • IVR and call flow design,
including routing, speech recognition tunning, escalation, and
fallback logic • SIP, VoIP, CTI and telephony integration
(knowledge of SBCs and PSTN optional) Other Desirable Skills •
Microsoft Ecosystem • Microsoft Dynamics 365 Customer Service
(including Omnichannel for Customer Service) • Power Platform
Microsoft Copilot Studio for conversational AI (design and
implementation) and agent assist • Microsoft Teams integration for
agent collaboration • Azure Communication Services (voice, video,
SMS, chat) • Solution Architecture & Integration • API design and
integration using REST, Logic Apps, and Azure Functions • Data
modeling and analytics (Dataverse, SQL, Cosmos DB) • Compliance,
security, and identity management (Azure AD, RBAC, GDPR, HIPAA) •
AI & Automation • Azure Bot Framework and Cognitive Services (NLP,
translation, sentiment) • Real-time dashboarding and reporting with
Power BI Preferred Certifications • Microsoft Certified: Dynamics
365 Customer Service Functional Consultant Associate • Microsoft
Certified: Azure Solutions Architect Expert • Microsoft Certified:
Power Platform Solution Architect Expert • Certifications from
CCaaS vendors such as NICE, Nuance, Genesys, or Five9 (optional but
valuable
Keywords: Avanade, McKinney , Dynamics 365 Contact Centre Architect, IT / Software / Systems , Irving, Texas
