Lead Dynamics 365 Contact Center Architect

MPower Plus

Brussel Hoofdstad

On-site

EUR 90,000 - 120,000

Full time

3 days ago

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Job summary

MPower Plus is seeking a Dynamics 365 Contact Center Architect to lead end-to-end architecture and implementation. You will conduct requirement workshops, design voice and digital journeys, and align architectures with business needs across telephony, bots, and data flows.

Responsibilities include IVR design, bot integrations, and ensuring production readiness, with governance of deployments and handover to operations. Strong emphasis on documentation and cross-team collaboration.

Qualifications

Deep experience with Dynamics 365 Contact Center implementation.
Proven ability to design voice and digital customer journeys.
Strong knowledge of telephony fundamentals (routing, IVR behavior, SIP).

Responsibilities

Lead end-to-end architecture and implementation of 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- and low-level architecture covering telephony, bots, integrations, security, and data flows.
Architect IVR call flows, queues, 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 and runbooks.
Support handover to operations and support teams.