Solution Architect –Dynamics 365 CE

JR Spain; Tarragona; Híbrido; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

A global tech company in Tarragona is seeking an experienced Solution Architect specializing in Dynamics 365 Customer Engagement. The role involves designing CCaaS solutions, leveraging AI, and ensuring compliance with data privacy standards. Candidates should have at least 6 years of experience in the field and knowledge of telephony integrations. This position offers a competitive salary, remote work options, and a supportive work environment.

Servicios

Private health insurance

Meal vouchers

Inclusive work environment

Formación

• Minimum 6 years in Dynamics 365 CE, with at least 3 years in Customer Service.
• Proven experience in Contact Centre solutions with multi-channel integrations.
• Expertise in Customer Service Workspace and AI features.

Responsabilidades

• Design end-to-end CCaaS solutions on Dynamics 365.
• Leverage AI for agent assistance and chatbot strategies.
• Oversee telephony system integrations and ensure compliance.

Conocimientos

Dynamics 365 CE

Omnichannel engagement

AI-driven solutions

Telephony integrations

Data privacy compliance

Educación

Microsoft Certifications: MB-230, PL-600

Herramientas

Power Platform

Azure

CCaaS platforms (Genesys, Twilio)

Descripción del empleo

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Solution Architect – Dynamics 365 CE, Tarragona

Client: HCLTech

Location: Tarragona, Spain

Job Category: Other

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EU work permit required: Yes

Job Reference:

414057782030263910432460

Job Views:

1

Posted:

23.07.2025

Expiry Date:

06.09.2025

Job Description:

We are HCLTech, a rapidly growing global tech company with over 222,000 employees across 60 countries, specializing in Digital, Engineering, and Cloud services. We value diversity, creativity, and passion, and aim to foster an environment where our people can excel and innovate.

Your Role & Responsibilities

We seek a seasoned Solution Architect with expertise in Dynamics 365 Customer Engagement, focusing on Contact Centre as a Service (CCaaS) solutions. The candidate will architect and deliver comprehensive service experiences integrating Customer Service Workspace, omnichannel routing, AI-driven agent assist, and telephony.

Key Responsibilities

• Strategic Solution Architecture: Design end-to-end CCaaS solutions on Dynamics 365, including customer service, omnichannel engagement, and AI features. Configure and extend Customer Service Workspace for agent efficiency. Define architecture for various communication channels.
• AI & Automation Enablement: Leverage AI for agent assistance, chatbot strategies with Power Virtual Agents, and supervisor tools like real-time dashboards and sentiment analytics. Implement intelligent IVR solutions.
• Platform Integration & Governance: Oversee telephony system integrations, define data strategies, and ensure security, compliance, and performance standards.
• Technical Leadership: Collaborate with development teams, review architecture documentation, lead technical workshops, and contribute to pre-sales activities.

Qualifications & Experience

• Minimum 6 years in Dynamics 365 CE, with at least 3 years in Customer Service and Omnichannel.
• Proven experience in Contact Centre solutions with multi-channel integrations.
• Expertise in Customer Service Workspace and AI features.
• Experience with Power Platform and Azure components.
• Knowledge of DevOps practices and solution lifecycle management.
• Microsoft Certifications: MB-230, PL-600 preferred.
• Experience with CCaaS platforms like Genesys, NICE, Five9, Twilio.
• Understanding of data privacy and compliance standards like GDPR, PCI-DSS.

Language Requirements: English Proficiency / C1 Level

Why Us

• Competitive salary and benefits including private health and life insurance.
• Remote work options, working hours Monday to Friday.
• Meal vouchers and an inclusive work environment supporting diversity and equal opportunity.