Dynamics 365 Contact Centre Architect — AI & Omnichannel

TXP

Greater London

Hybrid

GBP 90,000 - 130,000

Full time

6 days ago

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Job summary

TXP is seeking a Dynamics 365 Contact Centre Technical Consultant / Technical Architect to design and deliver complex customer engagement solutions across the Microsoft stack. Expect hands-on work in D365 Contact Centre, Customer Service, Omnichannel and AI-enabled channels.

You will lead end-to-end architecture, integration patterns and governance, coordinating with business and technical stakeholders to ensure scalable, secure and high-performing solutions across telephony, chat and voice

Qualifications

Extensive hands-on experience designing enterprise-scale Dynamics 365 contact centre ecosystems.
Proven track record delivering AI-enabled customer engagement solutions.
Strong leadership across architecture, integration and delivery functions.

Responsibilities

Lead the technical design and implementation of Dynamics 365 Contact Centre and Customer Service solutions.
Design end-to-end omnichannel platforms with voice, chat, digital messaging and self-service.
Configure and optimise Dynamics 365 Omnichannel, Unified Routing, IVR and customer journeys.
Develop AI-powered customer experiences using Copilot Studio and conversational AI.
Design integrations with Azure Communication Services, telephony platforms and enterprise apps.
Define solution architecture, security models and non-functional requirements.
Support release management, deployment planning and technical governance.
Provide technical leadership across delivery teams and stakeholder engagement.