Senior Expert / Solution Architect in Microsoft Dynamics 365 Contact Center

ELCA Group; Pully; Hybrid; CHF 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid working models

25 days annual leave

Pension plan

Rail travel for business purposes

Worldwide private accident insurance

Job summary

ELCA is seeking an experienced Senior Expert to lead CX transformation initiatives and act as a Trusted Advisor and Solution Architect for Dynamics 365 Contact Center in Switzerland.

You will drive workshops, design future-state operating models, and oversee end-to-end deliveries from pre-sales to go-live, while guiding teams and aligning with regulatory requirements.

Qualifications

• Extensive experience in CX consulting and Dynamics 365 Contact Center deployments.
• Strong knowledge of omnichannel customer journeys and AI-enabled service capabilities.
• Familiarity with governance, GDPR and data protection in contact-center environments.

Responsibilities

• Act as trusted advisor to clients, aligning business objectives with Dynamics 365 Contact Center.
• Lead workshops with operations, customer service and IT to map processes and design future-state models.
• Advise on migration strategies from on-premises or legacy telephony to Dynamics 365 Contact Center.
• Oversee full project lifecycle from pre-sales to go-live and hypercare.
• Serve as Design Authority ensuring compliant, well-governed solution decisions.
• Lead and develop a team of consultants, ensuring delivery quality.
• Act as primary contact for strategic accounts and client engagements.
• Contribute to pre-sales with scoping, effort estimation and proposals.

Skills

Dynamics 365 Contact Center

Dynamics 365 Customer Service

Omnichannel journeys

Case management

Workforce engagement management

AI-assisted service

CCaaS landscape

Migration to cloud

GDPR & data protection

Education

University degree, business IT or equivalent

Job description

We are ELCA, one of the largest Swiss IT tribe with over 2,200 experts. We are multicultural with offices in Switzerland, Spain, France, Vietnam and Mauritius. Since 1968, ELCA has been shaping Switzerland’s digital transformation. We provide tailor-made and standardized solutions to public and private organizations across all industries, leveraging our expertise in AI, cloud, and cybersecurity.

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.

If you are an experienced professional who enjoys shaping the future of customer engagement and actively contributing to the digital transformation of leading Swissorganizations, we look forward to receiving your application.