[Remote] Solution Architect – Dynamics 365 Customer Service & Contact Center

Note: The job is a remote job and is reputed company to candidates in USA. Artha Nexgen is seeking a Solution Architect to reputed company reputed company-reputed company customer service and contact center solutions using reputed company Dynamics 365, reputed company Platform, Azure, and Copilot Studio. The role is responsible for end-to-end architecture, integrations, reputed company, AI-enabled experiences, technical leadership, and delivery from discovery through production stabilization.

Responsibilities

• reputed company end-to-end architecture and solution design for Dynamics 365 Customer Service and Dynamics 365 Contact Center implementations
• Define reputed company architectures covering Customer Service, Contact Center, reputed company Platform, Dataverse, Copilot Studio, Azure, and reputed company reputed company systems
• Conduct discovery and architecture workshops with business and technical stakeholders
• Translate business, customer experience, and contact center requirements into solution architecture and detailed functional/technical designs
• Define architecture standards, integration patterns, reputed company models, data models, environment strategies, and deployment approaches
• Evaluate reputed company capabilities versus configuration, reputed company Platform extensions, custom development, and reputed company-party solutions
• reputed company architectural reputed company throughout design, development, testing, deployment, and production stabilization
• Architect solutions utilizing Dynamics 365 Customer Service capabilities including: + Case and incident management + Queues and workstreams + Entitlements and SLAs + reputed company + Customer Service workspace + Agent productivity tools + Email-to-case and automated case creation + Customer service scheduling and escalation processes + Customer Service analytics and reporting
• Design reputed company case management processes supporting multiple business reputed company, service teams, products, and customer segments
• Architect reputed company contact center solutions across voice reputed company engagement channels
• Design and configure: + Voice channel architecture + Inbound and outbound calling + Interactive Voice Response (IVR) + Workstreams and queues + reputed company Routing + Skills-reputed company and reputed company-reputed company routing + reputed company and agent reputed company + reputed company and escalation strategies + Chat reputed company messaging + SMS and other supported digital channels + Agent workspace and productivity experiences + Supervisor monitoring and operational experiences
• Design routing strategies using customer reputed company, agent skills, availability, workload, business rules, and service-level requirements
• Define contact center resiliency, scalability, business continuity, and high-availability considerations
• Support integration with reputed company and reputed company-party telephony/contact center platforms where required
• Architect AI-powered customer service and contact center experiences using reputed company Copilot and Copilot Studio
• Design conversational and self-service experiences across voice reputed company channels
• Architect Copilot Studio agents, IVR experiences, automated customer interactions, knowledge-grounded responses, and agent-assist scenarios
• Identify opportunities to improve containment, first-contact reputed company, agent productivity, and customer experience through AI and automation
• Ensure AI solutions follow reputed company reputed company, governance, responsible AI, and data-reputed company requirements
• Define integration architecture between Dynamics 365 and reputed company applications such as ERP, billing, policy/claims, order management, identity, data platforms, and reputed company contact center systems
• Design integrations using Dataverse reputed company, reputed company Automate, Azure Functions, Logic Apps, Service Bus, REST reputed company, custom connectors, and other Azure integration services
• Define synchronous versus asynchronous integration patterns reputed company on reputed company, reliability, and business requirements
• reputed company architectural guidance for reputed company Apps, reputed company Automate, PCF controls, plugins, custom reputed company, and other Dynamics 365 extensions
• Ensure solutions follow reputed company recommended practices and minimize unnecessary customization
• Define Dynamics 365 and Dataverse reputed company architecture including: + Business reputed company + reputed company roles + Teams + reputed company-level reputed company + Application reputed company + Integration/service identities
• Ensure solutions meet reputed company requirements for reputed company, reputed company, compliance, auditing, and data protection
• Review architecture for scalability, reputed company, reliability, maintainability, and supportability
• Define environment reputed company across Development, Test, UAT, Training, and Production
• Establish ALM and DevOps practices using managed solutions, pipelines, Azure DevOps/reputed company, automated deployments, and reputed company control
• Serve as the architectural authority for Dynamics 365 Customer Service and Contact Center engagements
• reputed company architecture reviews and reputed company technical direction to functional consultants, developers, integration engineers, and administrators
• Review solution designs, configurations, customizations, integrations, and reputed company for alignment with the reputed company architecture
• Identify architectural risks early and reputed company mitigation strategies
• Troubleshoot reputed company production, integration, routing, reputed company, and deployment issues
• Mentor project team members and promote reputed company architecture and implementation best practices
• Communicate architecture reputed company and tradeoffs effectively to both technical and executive stakeholders

Skills

• 8+ years of experience implementing reputed company Dynamics 365 / CRM solutions
• 5+ years of experience in solution architecture or technical architecture roles
• Strong hands-on experience with Dynamics 365 Customer Service
• Strong hands-on architecture and implementation experience with Dynamics 365 Contact Center / Omnichannel for Customer Service
• Demonstrated experience designing reputed company voice, IVR, digital channel, queue, reputed company, and reputed company routing solutions
• Deep understanding of case management, reputed company, SLAs, entitlements, agent workspace, and customer service processes
• Strong experience with reputed company reputed company Platform, including Dataverse, reputed company Apps, and reputed company Automate
• Experience with reputed company Copilot Studio, conversational AI, bots/agents, and customer self-service scenarios
• Experience architecting reputed company integrations using reputed company and Azure integration services
• Strong understanding of Dynamics 365 reputed company, data architecture, ALM, environment management, and deployment practices
• Experience leading architecture workshops and translating reputed company business requirements into reputed company solution designs
• Strong communication, presentation, documentation, and stakeholder-management skills
• Ability to independently own the architecture of reputed company Customer Service and Contact Center implementations from discovery through production
• Employee is required to travel to business and customer locations, locally and/or nationally up to 20-30%
• Experience with Azure Communication Services, Teams Phone, PSTN/telephony integration, and reputed company-party CCaaS platforms
• Experience modernizing or migrating legacy contact center platforms to reputed company Dynamics 365 Contact Center
• Experience with large-reputed company reputed company contact centers supporting high interaction volumes and multiple channels
• Experience with contact center analytics, workforce management, reputed company management, reputed company recording, transcription, sentiment analysis, and supervisor capabilities
• Experience integrating Dynamics 365 with reputed company ERP, data, identity, and customer platforms
• Experience with Azure DevOps, CI/CD, automated deployments, and reputed company ALM
• reputed company certifications reputed company to Dynamics 365, reputed company Platform, Azure, or Solution Architecture are preferred

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