Senior Dynamics 365 Contact Center Architect | AI & Copilot

Accenture; Helsinki; Hybrid; EUR 90,000 - 150,000; Full time

Job summary

Accenture is seeking a senior Consultant/Technical Architect to design and implement AI-powered Dynamics 365 Customer Engagement and contact center solutions for clients across Retail, Public Sector, Financial Services, and Professional Services. You will work with the Power Platform, Copilot Studio, and Azure to deliver end-to-end, scalable customer engagement experiences.

The role focuses on client engagement, solution design, and project leadership, with opportunities to lead cross-functional

Qualifications

• Expertise in Microsoft AI Business Solutions, particularly Dynamics 365 Customer Engagement and architectural design.
• Solid command of the Power Platform and integration patterns.
• Knowledge of requirements engineering, ideally in an agile environment.

Responsibilities

• Lead discussions with customer stakeholders to define and deliver solutions.
• Design end-to-end Dynamics 365 Contact Center solutions including integration points.
• Own solution implementation and coordinate across onshore/nearshore/offshore teams.
• Guide change management to ensure adoption and long-term success.

Skills

Dynamics 365

Power Platform

Dataverse

Azure integration

Communication

Tools

Copilot Studio

Azure

Job description

Accenture is seeking a senior Consultant/Technical Architect to design and implement AI-powered Dynamics 365 Customer Engagement and contact center solutions for clients across Retail, Public Sector, Financial Services, and Professional Services. You will work with the Power Platform, Copilot Studio, and Azure to deliver end-to-end, scalable customer engagement experiences.

The role focuses on client engagement, solution design, and project leadership, with opportunities to lead cross-functional