Senior Dynamics 365 Contact Center Architect (AI-Driven)

4101 Accenture Techn.Solutions Company

Helsinki

On-site

EUR 90,000 - 120,000

Full time

14 days+

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Job summary

Accenture is seeking a senior Consultant / Technical Architect to design and deliver AI-powered Dynamics 365 Customer Engagement solutions for clients across Europe. You will guide solution design, lead delivery teams, and work across voice, chat, SMS, email, and social channels with Power Platform and Copilot integration.

You will collaborate with onshore/nearshore teams, engage in pre-sales activities, and ensure scalable, future-proof architectures.

Qualifications

Experience with Microsoft AI Business Solutions and Dynamics 365 Customer Engagement.
Strong knowledge of Power Platform (Power Automate, Power Apps, Dataverse) and integration patterns.
Experience in requirements engineering, ideally in an Agile environment.
Strong business process analysis and design skills in service/customer engagement domains.

Responsibilities

Lead discussions with stakeholders to define and deliver the solution.
Design end-to-end Dynamics 365 Contact Center solutions including voice, chat, email, and social channels.
Define integration architecture with telephony providers and CRM/ERP back-ends; incorporate AI where appropriate (Copilot, sentiment, analytics).
Oversee project estimations, planning, and delivery; mentor cross-functional teams.