Remote Dynamics 365 Contact Centre Architect

TXP; Greater London; Remote; GBP 129,000 - 135,000; Full time

Job summary

TXP is seeking a senior Dynamics 365 Contact Centre Solution Architect to lead the architecture, governance and strategic design of enterprise customer engagement programmes. You will shape target-state architectures across Dynamics 365 Customer Engagement and CCaaS platforms, aligning business objectives with technology delivery.

You will own end-to-end solution architecture for large-scale contact centre transformations, defining integration patterns and operating models while collaborating

Qualifications

• Extensive experience delivering enterprise contact centre and CRM transformations.
• Deep knowledge of customer engagement platforms and cloud contact centers.
• Ability to define target-state architectures and guide large-scale transformation.

Responsibilities

• Own end-to-end solution architecture for large-scale contact centre transformations.
• Define target-state architectures across Dynamics 365 CE/CS, CCaaS and CX platforms.
• Design omnichannel engagement solutions spanning voice, digital, messaging and self-service.
• Establish architecture standards, governance frameworks and design authority processes.
• Lead technology selection, solution assurance and architecture reviews across complex programmes.
• Define integration architectures connecting CRM, telephony, contact centre, AI and enterprise systems.
• Develop strategic transformation roadmaps, operating models and enterprise capabilities.
• Collaborate with senior stakeholders to align business objectives with technology strategy and delivery execution.

Skills

Dynamics 365 CE

CCaaS

Enterprise Architecture

Solution Architecture

Omnichannel

AI & Automation

CRM Transformation

Governance

Integration Architecture

Cloud Contact Center

Teams Telephony

Job description

TXP is seeking a senior Dynamics 365 Contact Centre Solution Architect to lead the architecture, governance and strategic design of enterprise customer engagement programmes. You will shape target-state architectures across Dynamics 365 Customer Engagement and CCaaS platforms, aligning business objectives with technology delivery.

You will own end-to-end solution architecture for large-scale contact centre transformations, defining integration patterns and operating models while collaborating