Microsoft Dynamics Consultant

MPower Plus; Brussel Hoofdstad; On-site; EUR 90,000 - 120,000; Full time

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.

Skills

Dynamics 365 Contact Center

IVR design

Omnichannel routing

Voice/Bot integration

Architectural design

SIP concepts

Documentation governance

Project handover to operations

Tools

Copilot

Power Virtual Agents

Job description

• 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 and Experience

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