Senior Dynamics 365 Contact Center Architect

Accenture Nordics; Helsinki; On-site; EUR 90,000 - 130,000; Full time

Job summary

Accenture Nordics is seeking a Senior Consultant / Technical Architect to design and deliver AI-powered Dynamics 365 Customer Engagement solutions for clients in Retail, Public Sector, Financial Services and more. You will lead architecture, integration, and delivery of end-to-end contact center solutions across channels, while guiding teams and enabling AI capabilities embedded in the solution.

You will collaborate with cross-functional teams, engage clients, and drive change management to

Qualifications

• Expertise in Microsoft AI Business Solutions, especially Dynamics 365 Customer Engagement and architecture design.
• Strong command of Power Platform and integration patterns.
• Experience with agile delivery, requirements engineering, and solution design.

Responsibilities

• Define integrated contact center and customer service solutions with clients.
• Design end-to-end Dynamics 365 Contact Center solutions across channels (voice, chat, SMS, email, social).
• Lead solution implementation, coordinating onshore/nearshore/offshore teams and guiding project delivery.
• Drive change management and foster adoption with clients and teams.

Skills

Dynamics 365 CE

Power Platform

Dataverse

Architecture design

Pre-sales

Team leadership

English communication

Tools

Dynamics 365

Power Automate

Power Apps

Azure

Copilot Studio

Job description

Accenture Nordics is seeking a Senior Consultant / Technical Architect to design and deliver AI-powered Dynamics 365 Customer Engagement solutions for clients in Retail, Public Sector, Financial Services and more. You will lead architecture, integration, and delivery of end-to-end contact center solutions across channels, while guiding teams and enabling AI capabilities embedded in the solution.

You will collaborate with cross-functional teams, engage clients, and drive change management to