Microsoft D365 Contact Center Solution Architect-Contract

Wipro; 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

Microsoft D365 Contact Center Solution Architect-Contract Job Description Job Title: Microsoft D365 Contact Center Solution Architect-Contract City: Brussels State/Province: Brussels Posting Start Date: 11/3/26 Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role & 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 (Copilot / Power Virtual Agents), 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 implementation runbooks
• Support controlled handover to operations and support teams

Skills

Must have

Nice to Have

Technical Skills (Core & Top-Up)

• Strong experience with Microsoft Dynamics 365 Contact Center
• Deep understanding of contact center operations (IVR, queues, routing, SLAs)
• Experience designing voice and digital customer journeys
• Knowledge of telephony fundamentals (call routing, IVR behavior, SIP concepts)
• Experience with bots, automation, and AI‑assisted contact center workflows
• Strong documentation and solution governance capabilities

• Experience with enterprise CCaaS transformations
• Exposure to AI/NLP use cases in contact centers
• Experience with multi‑region or global contact center deployments
• Familiarity with DevOps / CI‑CD concepts for platform deployments

Process & Tools

• Experience across the full lifecycle: design, build, test, UAT, deploy
• Familiarity with release management and change governance
• Ability to coordinate across architects, developers, QA, and operations teams
• Contribution to solution standards and reusable assets

• Vendor coordination during implementation and integration phases

Behavioral Skill

• Strong ownership and accountability mindset
• Clear and confident communication with senior stakeholders
• Structured, solution‑oriented approach
• Ability to mentor technical teams and lead complex discussions
• Comfortable working in global, multi‑stakeholder environments

• Experience of handling global customers

Mandatory Skills: Microsoft Dynamics 365 CC Admin.Experience: 8-10 Years.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Information at a Glance

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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