Solution Architect –Dynamics 365 CE

HCLTech; Tarragona; A distancia; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

A leading global tech company in Cataluña is looking for a seasoned Solution Architect specializing in Dynamics 365 Customer Engagement and CCaaS solutions. The ideal candidate will design comprehensive service experiences and lead the architecture of complex implementations. This role offers opportunities in AI, automation, and strategic solution architecture. Candidates should have a minimum of 6 years of experience in related fields.

Servicios

Health and life insurance

Remote work options

Meal allowance

Formación

• Minimum 6 years of experience in Dynamics 365 Customer Engagement.
• Proven experience in Contact Centre solutions.
• Strong knowledge of Customer Service Workspace configuration.

Responsabilidades

• Design end-to-end CCaaS solutions on Dynamics 365.
• Architect AI solutions for Agent Assist.
• Oversee telephony system integrations with Dynamics 365.

Conocimientos

Dynamics 365 Customer Engagement

Contact Centre as a Service (CCaaS)

AI-driven agent assistance

Telephony integration

Stakeholder communication

Educación

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

Microsoft Certified: Power Platform Solution Architect (PL-600)

Herramientas

Power Platform tools

Azure Communication Services

Genesys

NICE CXone

Descripción del empleo

We are HCLTech, one of the fastest-growing large tech companies in the world, with 222,000+ employees across 60 countries. We focus on Digital, Engineering, and Cloud capabilities, fostering a diverse, creative, and passionate workforce. We strive to help our people excel and find their potential.

If you thrive in such an environment, join us in advancing technology through innovation and creativity.

Your Role & Responsibilities

We seek a seasoned Solution Architect with expertise in Dynamics 365 Customer Engagement, specializing in Contact Centre as a Service (CCaaS) solutions. The ideal candidate will have a proven track record in designing and delivering comprehensive service experiences, including Customer Service Workspace, omnichannel routing, AI-driven agent assistance, and telephony integration.

You will lead the architecture and technical design of complex CCaaS implementations, ensuring scalable and seamless customer engagement across 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 channel integration architecture for voice, chat, email, WhatsApp, social media, and custom channels.

AI & Automation Enablement

• Architect AI solutions for Agent Assist, including real-time suggestions and automation.
• Develop chatbot strategies using Power Virtual Agents, ensuring integration with Dynamics 365 and escalation processes.
• Design AI tools for supervisors, such as dashboards, conversation analytics, and sentiment analysis.
• Implement Intelligent IVR solutions leveraging Azure Communication Services or similar platforms.

Platform Integration & Governance

• Oversee telephony system integrations (e.g., Genesys, NICE, Five9, Azure Communication Services) with Dynamics 365.
• Develop data strategies for interaction history, customer profiles, and insights-driven routing.
• Maintain governance, security, compliance, and performance standards.

Technical Leadership

• Collaborate with development teams, consultants, and client architects to create scalable solutions.
• Review and approve architecture documentation and API specifications.
• Lead technical workshops and governance meetings.

Assist with pre-sales, solution scoping, and effort estimation as needed.

Qualifications & Experience

• Minimum 6 years of experience in Dynamics 365 CE, with at least 3 years in Customer Service and Omnichannel.
• Proven experience in Contact Centre solutions with voice, chat, social media, and telephony integrations.
• Strong knowledge of Customer Service Workspace configuration and customization.
• Expertise in AI features like agent assist, conversation intelligence, and sentiment analysis.
• Experience with Power Platform tools and Azure components.
• Understanding of DevOps practices and solution lifecycle management.
• Excellent stakeholder communication skills.

Skill Set Required

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant (MB-230), Power Platform Solution Architect (PL-600).
• Experience integrating with CCaaS platforms such as Genesys, NICE CXone, Five9, Amazon Connect, Twilio.
• Knowledge of Copilot for Service, Unified Routing, and Omnichannel Voice.
• Awareness of data privacy and compliance standards like GDPR and PCI-DSS.

Why Us

• Health and life insurance from day one.
• Standard working hours: Monday to Friday.
• Remote work options.
• Meal allowance via card or vouchers.

Equality & Opportunity

We are proud to be an equal opportunity employer, supporting diversity across 165 nationalities and committed to fair employment practices regardless of race, religion, sex, age, or other protected categories.

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