D365 Contact Center Architect - End-to-End Solutions

Wipro Ltd.; Brussel Hoofdstad; On-site; EUR 152,000 - 207,000; Full time

Job summary

Wipro Limited in Brussels seeks a highly experienced Microsoft D365 Contact Center Solution Architect for a contract position. You will lead end-to-end architecture, run requirement workshops, and design omnichannel customer journeys.

The role demands deep D365 CC admin expertise, governance, and the ability to coordinate global teams across design, development, QA, and operations. You will document high/low level designs and support smooth handover to operations.

Qualifications

• Must have 8–10 years of Microsoft Dynamics 365 CC admin experience.
• Experience delivering end-to-end CCaaS transformations.
• Strong governance, documentation, and stakeholder communication skills.
• Familiar with bots, automation, and AI-assisted CC workflows.
• Experience coordinating across global teams (architecture, development, QA, ops).

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.
• Lead integration with telephony providers, bots, and third-party systems.
• Govern configuration, deployment, release planning, and environment strategy.
• Ensure solution quality across build, test, UAT, and production readiness.
• Own architecture documentation, HLD/LLD, design decisions, and runbooks.
• Support handover to operations and support teams.

Skills

D365 CC Admin

Contact center ops

IVR design

SIP concepts

Bots & AI CC

Documentation governance

DevOps CI-CD

Global deployments

Tools

Copilot

Power Virtual Agents

Job description

Wipro Limited in Brussels seeks a highly experienced Microsoft D365 Contact Center Solution Architect for a contract position. You will lead end-to-end architecture, run requirement workshops, and design omnichannel customer journeys.

The role demands deep D365 CC admin expertise, governance, and the ability to coordinate global teams across design, development, QA, and operations. You will document high/low level designs and support smooth handover to operations.