Senior Expert / Solution Architect in Microsoft Dynamics 365 Contact Center

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

A core focus of our activities is the implementation and optimization of Microsoft Dynamics 365 Contact Center, helping our clients in demanding sectors such as financial services, insurance and luxury to modernize their customer engagement platforms and transition to high-performing cloud and AI based platforms. Our approach is grounded in a strict alignment between business objectives and technological solutions. To strengthen our growing team, we are seeking an experienced Senior Expert who will lead complex CX transformation initiatives and act as a Trusted Advisor to our clients, and a Solution Architect for our activities in Switzerland.

Responsibilities

• You act as a trusted advisor to our clients, helping them define their customer engagement vision and ensuring a consistent alignment between businessobjectivesand the Dynamics 365 Contact Center solution throughout the engagement.
• You lead business workshops and discovery sessions with clients' operational, customer service and IT stakeholders to map current processes,identifypain points and design future-state Contact Center operating models.
• You advise clients on their migration strategy from on-premises or legacytelephonyenvironments to Dynamics 365 Contact Center,taking into accounttheir operational constraints, regulatory requirements andchangemanagement needs.
• You oversee the full project lifecycle from pre-sales through requirements, solution design, user acceptance testing, end-user training andhypercare, ensuring a sustainable and successfulgo-live.
• You act as Design Authority on your engagements, ensuring that solution decisions are consistent, well-governed and compliant with applicable data protection requirements.
• You lead and develop a team of consultants and specialists, fostering cross-functional collaboration and ensuring adherence to delivery commitments and quality standards.
• You serve as the primary point of contact for strategic accounts, guaranteeing servicequalityand ensuring solutions align with complex client needs.
• You contribute actively to pre-sales activities, including solution scoping, effort estimation, proposalwritingand client presentations.

WhatWeOffer

• A key role within a leading and well-established Swiss IT service provider,recognizedfor delivering high-quality solutions based onstate-of-the-arttechnologies.
• The opportunity to actively shape the development of our Microsoft Dynamics 365 Contact Center practice in Switzerland and to contribute to strategic client engagements.
• A professional environmentcharacterizedby short decision paths, pragmaticcollaboration,anda strong teamspirit across business units.
• Attractive opportunities for long-term professional growth and personal development.
• A healthy work-life balance with flexible working hours, hybrid working models, at least25 daysof annualleave,and a modern, ergonomic workplace in a multicultural environment.
• A comprehensive benefits package, including a half-fare public transport subscription, first-class rail travel for business purposes, competitive pension fund schemes, worldwide private accident insurance, progressive daily sickness benefitsinsuranceand attractive fleet conditions.

YourProfile

• You bring at least ten years of professional experience in Contact Center or CX consulting, with a proventrack recordof leading end-to-end solution projects from pre-sales to deployment in complex, regulated environments.
• You are passionate about the transformation AI is bringing to modern Contact Centers and customer service operations.
• You have solidexpertisewith Microsoft Dynamics 365 Contact Center andDynamics 365 Customer Service, with a strong understanding of omnichannel customer journeys, case management, workforce engagementmanagementand AI-assisted service capabilities.
• You have a broad knowledge of theCCaaSlandscape and hands-on experience managingon-premisesto cloud Contact Center migrations.
• You are familiar with governance frameworks and data protection requirements (GDPR, DPA) applicable to Contact Centerenvironments andcan take a Design Authority roleinyour engagements.
• Youholda university degree, businessITorequivalentqualification.
• You bring strong analytical skills and the ability to structure complex operational challenges, translate them into clear solutiondesignsand communicate them convincingly to both business and IT audiences.
• You are a confident, customer-oriented leader with excellent presentation and facilitation skills, experienced in managing teams and building trusted relationships at all levels of a clientorganization.
• You are fluent in French and English, both spoken and written. Knowledge of German is considered an asset.

We are committed to strong corporate values andfirmly believethat diversity is a key success factor. If you approach challenges with professionalism,curiosity,and entrepreneurial drive, you will feel at home with us.