Senior Dynamics 365 CX & Contact Center Architect

ELCA Switzerland and Europe; Pully; Hybrid; CHF 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid working

25 days annual leave

Half-fare public transport

Rail travel for business

Pension fund

Private accident insurance

Sickness benefits insurance

Fleet conditions

Job summary

ELCA Switzerland and Europe is seeking a Senior Expert to lead complex CX transformation initiatives and act as a Trusted Advisor and Solution Architect for Switzerland. You will guide end-to-end Dynamics 365 Contact Center deployments, driving omnichannel customer journeys and AI-enabled service capabilities.

The role requires a decade of CX consulting experience, strong governance and GDPR knowledge, and fluent English and French; German is a plus.

Qualifications

• Ten years of professional CX/Contact Center consulting experience.
• Proven end-to-end delivery from pre-sales to deployment in regulated environments.
• Strong governance and data protection knowledge (GDPR, DPA).
• Excellent class-leading presentation and stakeholder management skills.

Responsibilities

• Lead CX transformation engagements and act as trusted advisor to clients.
• Design future-state Contact Center operating models and workshops.
• Define migration strategies for Dynamics 365 CE/Contact Center deployments.
• Oversee full lifecycle from presales to go-live and hypercare.
• Serve as Design Authority ensuring governance and data protection compliance.
• Lead and develop a team of consultants across engagements.
• Support pre-sales activities, solution scoping, and client presentations.

Skills

Microsoft Dynamics 365 Contact Center

Dynamics 365 Customer Service

Omnichannel customer journeys

AI-assisted service capabilities

Governance frameworks & GDPR

Leadership & team development

Solution architecture

Pre-sales & solution scoping

Strong presentation & facilitation

Education

University degree, business IT or equivalent

Tools

CCaaS landscape knowledge

On-premises to cloud migrations

Job description

ELCA Switzerland and Europe is seeking a Senior Expert to lead complex CX transformation initiatives and act as a Trusted Advisor and Solution Architect for Switzerland. You will guide end-to-end Dynamics 365 Contact Center deployments, driving omnichannel customer journeys and AI-enabled service capabilities.

The role requires a decade of CX consulting experience, strong governance and GDPR knowledge, and fluent English and French; German is a plus.