Microsoft Dynamics 365 Contact Centre Architect

Nigel Frank International; City Of London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading global technology consultancy is seeking a Dynamics 365 Solution Architect to deliver secure and scalable solutions within a hybrid working model. You will design end-to-end Customer Engagement and Omnichannel solutions, engaging with stakeholders and leveraging the Microsoft technology stack. The role offers opportunities for professional development, work-life balance, and a supportive environment.

Benefits

Professional development opportunities

Hybrid working model

Supportive and inclusive environment

Qualifications

• Strong consulting and stakeholder management skills.
• Up-to-date Microsoft certifications in Dynamics 365 or Power Platform are desirable.
• Experience delivering within Agile frameworks.

Responsibilities

• Lead the design of end-to-end Dynamics 365 CE and Contact Centre/Omnichannel solutions.
• Translate business requirements into technical architectures.
• Engage with stakeholders across all levels.

Skills

Microsoft Dynamics 365 Customer Engagement

Dynamics 365 Omnichannel

Power Platform

C#

Agile frameworks

Tools

Microsoft Dynamics CRM SDK

Visual Studio

Azure DevOps

Job description

Solution Architect - Microsoft Dynamics 365 (Customer Engagement & Contact Centre / Omnichannel)

Location: Hybrid (blend of office, client site, and home working)
Clearance Requirement: Must be eligible for Security Check (SC) clearance - applicants must have resided continuously in the UK for the past 5 years

About the Role

Our client, a leading global technology and digital transformation consultancy, is seeking a Dynamics 365 Solution Architect with strong experience in Customer Engagement (CE) and either Contact Centre or Omnichannel solutions.

This is an excellent opportunity to join a well-established Microsoft practice that delivers complex, large-scale transformation programmes across a range of industries – including Retail, Utilities, Manufacturing, Transport, and Health.

As a Solution Architect, you will play a pivotal role in shaping, defining, and delivering enterprise-grade Dynamics 365 solutions. You'll be involved throughout the full project lifecycle – from early client engagement and presales through to design, delivery, and go-live – ensuring that every solution is secure, scalable, and fit for purpose.

Key Responsibilities

• Lead the design of end-to-end Dynamics 365 CE and Contact Centre/Omnichannel solutions.
• Translate business requirements and user needs into robust, scalable technical architectures.
• Design with a focus on security, performance, accessibility, and scalability.
• Define and oversee integration architectures, leveraging the wider Microsoft technology stack including Azure and Power Platform.
• Engage directly with stakeholders across all levels, from business users to C-suite executives, building trust and confidence in the technology.
• Support presales activities by contributing technical insight, effort estimation, and solution documentation.
• Stay informed of the latest Microsoft innovations, particularly around AI-first capabilities and Copilot extensibility, ensuring clients benefit from emerging technology trends.

Skills & Experience Required

• Proven background delivering Microsoft Dynamics 365 Customer Engagement (CE) solutions.
• Hands‑on experience with either Dynamics 365 Omnichannel for Customer Service or Contact Centre implementations.
• Strong understanding of the Power Platform (Power Apps, Power Automate, Power Virtual Agents).
• Experience across the full implementation lifecycle of Dynamics 365 projects.
• Working knowledge of Microsoft Dynamics CRM SDK, C#, Visual Studio, and Azure DevOps.
• Familiarity with Continuous Integration (CI) and Continuous Delivery (CD) practices.
• Strong consulting and stakeholder management skills – able to bridge technical and business conversations effectively.
• Experience delivering within Agile frameworks, including sprint-based delivery and user story creation.
• Up‑to‑date Microsoft certifications in Dynamics 365 or Power Platform are highly desirable.

What’s on Offer

• Join one of the most reputable Microsoft partners in the market, delivering high-profile transformation projects with genuine social impact.
• Work alongside a diverse community of Dynamics and Power Platform experts.
• Excellent opportunities for professional development and continuous learning.
• A flexible hybrid working model that promotes work‑life balance.
• A supportive and inclusive environment where innovation and collaboration encouraged.

If you're an experienced Dynamics 365 Solution Architect with a background in Customer Engagement and either Contact Centre or Omnichannel, this is an outstanding opportunity to take on a technically challenging and strategically impactful role within a globally recognised consultancy.