Solution Architect –dynamics 365 Ce

HCLTech; Valencia; A distancia; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

A leading global technology company is seeking a Solution Architect specializing in Dynamics 365 Customer Engagement and Contact Centre solutions. You will design end-to-end service experiences using AI-driven functionalities and ensure seamless customer engagement. The role offers a competitive salary, private health insurance from day one, and a remote work option.

Servicios

Competitive salary

Private health and life insurance

Meal allowance

Formación

• 6+ years of experience in Dynamics 365 CE, with a focus on Customer Service.
• Proven track record of delivering Contact Centre solutions.
• Strong knowledge of AI-driven integration and automation features.

Responsabilidades

• Own the solution design for CCaaS implementations.
• Lead the architecture and technical design for customer service solutions.
• Collaborate with teams to ensure robust governance and performance.

Conocimientos

Dynamics 365 CE Experience

Customer Service Workspace

AI-powered features

Omnichannel integration

Educación

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Expert

Power Platform Solution Architect

Herramientas

Power Platform

Azure Communication Services

CCaaS platforms integration

Descripción del empleo

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

Your Role & Responsibilities

We are looking for a seasoned

Solution Architect

with deep expertise in

Dynamics 365 Customer Engagement, specializing in

Contact Centre as a Service (CCaaS)

solutions. The ideal candidate will have a proven track record of architecting and delivering end-to-end service experiences that combine

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, intelligent, and seamless customer engagement across all service channels.

Key Responsibilities

Strategic Solution ArchitectureOwn the end-to-end solution design for

CCaaS implementations on Dynamics 365, covering customer service, omnichannel engagement, and AI capabilities.Lead the design of the

Customer Service Workspace, configuring and extending for agent productivity and efficiency.Define architecture for

channel integration

including voice, chat, email, WhatsApp, social media, and custom channels.AI & Automation EnablementArchitect solutions leveraging

AI for Agent Assist, including real-time suggestions, knowledge surfacing, and context-aware automation.Define chatbot strategy using

Power Virtual Agents, ensuring seamless integration with D365 and escalation flows to human agents.Design

AI for Supervisors

including real-time dashboards, conversation intelligence, and sentiment analytics.Guide implementation of

Intelligent IVR

leveraging Azure Communication Services or integrated CCaaS platforms.Platform Integration & GovernanceOversee the integration of telephony systems (e.G., Genesys, NICE, Five9, Azure Communication Services) into Dynamics 365 via certified connectors or custom middleware.Define data strategy and architecture for

interaction history ,

customer profile unification, and

insights-driven routing .Ensure robust governance across environments, security roles, compliance, and performance management.Technical LeadershipCollaborate with developers, functional consultants, and client architects to deliver scalable, supportable designs.Review and approve solution documentation including architecture blueprints, integration specs, and API definitions.Lead technical workshops and architecture governance boards with stakeholders and vendors.Contribute to pre-sales solutioning, technical scoping, and effort estimation as required

Qualifications & Experience6+ years of experience in

Dynamics 365 CE, with at least 3 years in

Customer Service and Omnichannel .Proven experience delivering

Contact Centre solutions

with voice, chat, social, and third-party telephony integrations.Strong command of

Customer Service Workspace

configuration and extensibility (e.G., session templates, macros, app profiles).Expertise in

AI-powered features :

agent assist, conversation intelligence, call transcription, sentiment scoring.Experience with

Power Platform, including Power Automate, Power Apps, and Power Virtual Agents.Solid knowledge of

Azure components

such as Azure Communication Services, Bot Framework, Logic Apps, Cognitive Services.Understanding of

DevOps practices, solution lifecycle, and CI / CD pipelines for D365 solutions.Excellent communication skills with the ability to engage business and technical stakeholders alike.

Skill set RequiredMicrosoft Certified :

Dynamics 365 Customer Service Functional Consultant Expert (MB-230), Power Platform Solution Architect (PL-600)Experience integrating with

CCaaS platforms

such as Genesys Cloud, NICE CXone, Five9, Amazon Connect, or Twilio.Exposure to

Copilot for Service ,

Unified Routing, and

Omnichannel Voice .Familiarity with regulatory and compliance requirements around data privacy and call recording (e.G., GDPR, PCI-DSS).

Required Language ThresholdsEnglish Proficiency / C1 Level

Why UsCompetitive salaryPrivate health and life insurance from day one in the companyWorking hours :

Monday to FridayRemote Work ModuleMeal allowance on card / voucher

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and / or local law.

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