Solution Architect –Dynamics 365 CE

JR Spain; Santa Cruz de Tenerife; Híbrido; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

A global tech company in Santa Cruz de Tenerife seeks an experienced Solution Architect with expertise in Dynamics 365 and CCaaS solutions. You will lead complex implementations, focusing on customer engagement and omnichannel strategies. Ideal candidates will have a strong background in AI integration and telephony systems. Competitive salary and benefits offered, with remote work options available.

Servicios

Competitive salary

Private health and life insurance

Remote work option

Meal vouchers

Formación

• 6+ years in Dynamics 365 CE, with at least 3 years in Customer Service and Omnichannel.
• Proven experience with Contact Centre solutions integrating voice, chat, social media, and telephony platforms.
• Expertise in Customer Service Workspace configuration and AI-powered features.

Responsabilidades

• Design end-to-end CCaaS solutions on Dynamics 365.
• Leverage AI for Agent Assist and develop chatbot strategies.
• Oversee telephony system integrations into Dynamics 365.

Conocimientos

Dynamics 365 Customer Engagement

CCaaS solutions

AI & Automation

Communication skills

Educación

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant (MB-230)

Power Platform Solution Architect (PL-600)

Herramientas

Power Virtual Agents

Azure Communication Services

Descripción del empleo

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Client:

HCLTech

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

435630584996298752032460

Job Views:

1

Posted:

23.07.2025

Expiry Date:

06.09.2025

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Job Description:

We are HCLTech, a rapidly growing global tech company with over 222,000 employees across 60 countries, focusing on Digital, Engineering, and Cloud solutions. We value diversity, creativity, and passion, and aim to foster an environment of excellence and innovation. If you thrive in such an environment, consider joining us on our journey to advance technology through innovation and creativity.

Your Role & Responsibilities

We are seeking a seasoned Solution Architect with expertise in Dynamics 365 Customer Engagement, especially in Contact Centre as a Service (CCaaS) solutions. The ideal candidate will have a proven track record of designing and delivering comprehensive service experiences, including Customer Service Workspace, omnichannel routing, AI-driven agent assist, and telephony integration. You will lead the architecture and technical design of complex CCaaS implementations for enterprise clients, ensuring scalable and seamless customer engagement across all channels.

Key Responsibilities

• Strategic Solution Architecture: Design end-to-end CCaaS solutions on Dynamics 365, covering customer service, omnichannel engagement, and AI features. Configure and extend Customer Service Workspace for agent productivity. Define architecture for various communication channels.
• AI & Automation Enablement: Leverage AI for Agent Assist, including real-time suggestions and automation. Develop chatbot strategies using Power Virtual Agents. Implement AI solutions for supervisors with dashboards and sentiment analytics. Guide the deployment of Intelligent IVR leveraging Azure Communication Services.
• Platform Integration & Governance: Oversee telephony system integrations (Genesys, NICE, Five9, etc.) into Dynamics 365. Define data strategies for interaction history and customer profiles. Ensure governance, security, and compliance across environments.
• Technical Leadership: Collaborate with development teams, review architecture documentation, lead technical workshops, and contribute to pre-sales activities.

Qualifications & Experience

• 6+ years in Dynamics 365 CE, with at least 3 years in Customer Service and Omnichannel.
• Proven experience with Contact Centre solutions integrating voice, chat, social media, and telephony platforms.
• Expertise in Customer Service Workspace configuration and AI-powered features.
• Experience with Power Platform and Azure components.
• Knowledge of DevOps practices and solution lifecycle management.
• Excellent communication skills.

Required Certifications & Skills

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant (MB-230)
• Power Platform Solution Architect (PL-600)
• Experience with CCaaS integrations (Genesys, NICE, Five9, Twilio, etc.)
• Familiarity with data privacy regulations (GDPR, PCI-DSS)

Language Requirements

English Proficiency / C1 Level

Why Us

• Competitive salary
• Private health and life insurance from day one
• Remote work option
• Meal vouchers

Equal Opportunity

We celebrate diversity, representing 165 nationalities, and are committed to providing equal employment opportunities to all applicants and employees, regardless of race, religion, sex, age, or other protected categories.