Microsoft Dynamics 365 Contact Center Architect - Network Voice

Wipro Technologies; Gurugram District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Wipro Technologies in Gurugram is seeking a Microsoft Dynamics 365 Contact Center Solution Architect to lead end-to-end architecture and delivery. You will shape contact center journeys, define voice and omnichannel routing, and ensure production readiness.

The role requires deep D365 CC expertise, strong telecom knowledge, and experience with multi-region deployments, DevOps CI/CD, AI/NLP-enabled workflows, and secure integrations. Relocation not needed; remote options not specified.

Qualifications

• Strong experience with Microsoft Dynamics 365 Contact Center.
• 10+ years in contact center architecture and delivery.
• Experience with multi-region/global deployments.
• DevOps/CI-CD for platform deployments.
• Understanding of IVR, telephony, and bot integrations.
• AI/NLP use cases in contact centers.

Responsibilities

• Lead end‑to‑end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions.
• Conduct requirement discovery and design workshops focused on contact center journeys.
• Design voice, IVR, and omnichannel routing architectures aligned to business needs.
• Define high‑level and low‑level architecture covering telephony, bots, integrations, security, and data flows.
• Architect IVR call flows, intelligent routing, queue strategies, and agent experience.
• Ensure solution quality across build, test, UAT, and production readiness.
• Own architecture documentation, HLD/LLD, design decisions, and implementation runbooks.
• Support controlled handover to operations and support teams.

Skills

Microsoft D365 Contact Center

IP Voice

Cloud Contact Center Architecture

AI/NLP in CC

DevOps / CI-CD

Multi-region deployments

Telephony fundamentals

SIP concepts

Job description

City: Gurugram

Posting Start Date: 8/12/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Job Title Microsoft D365 Contact Center Solution Architect

Primary Skill (Technical Skill) Microsoft D365 Contact Center

Secondary Skill (optional) IP Voice / Cloud Contact Center Architecture

Role & Responsibilities

• Lead end‑to‑end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions
• Conduct requirement discovery and design workshops focused on contact center journeys
• Design voice, IVR, and omnichannel routing architectures aligned to business needs
• Define high‑level and low‑level architecture covering telephony, bots, integrations, security, and data flows
• Architect IVR call flows, intelligent routing, queue strategies, and agent experience
• Ensure solution quality across build, test, UAT, and production readiness
• Own architecture documentation, HLD/LLD, design decisions, and implementation runbooks
• Support controlled handover to operations and support teams

Qualifications & Experience

• Strong experience with Microsoft Dynamics 365 Contact Center
• Deep understanding of contact center operations (IVR, queues, routing, SLAs)
• Experience designing voice and digital customer journeys
• Knowledge of telephony fundamentals (call routing, IVR behavior, SIP concepts)
• Experience with bots, automation, and AI‑assisted contact center workflows
• Exposure to AI/NLP use cases in contact centers
• Experience with multi‑region or global contact center deployments
• Familiarity with DevOps / CI‑CD concepts for platform deployments
• Mandatory Skills: Network Voice and Collaboration Admin.
• Experience: >10 YEARS.

Company Culture & Values

Reinvent your world. We are building a modern Wipro. We are an end‑to‑end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.