Dynamics 365 Contact Center Solutions Architect

Aubay Portugal; Lisboa; Ibrido; EUR 65.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Training academy

Career advancement

Health insurance

Mental health support

Team events

Family support

Language platform

Hybrid work model

Descrizione del lavoro

Aubay Portugal is seeking a Senior Solutions Architect to design and implement Microsoft Dynamics 365 Customer Service and Contact Center solutions. You will drive omnichannel engagement, ACS integration, and telephony with Teams Phone, while shaping architectures for scalable, secure deployments.

A hybrid work model and close collaboration with business stakeholders and agile teams awaits. Key requirements include 5+ years in IT with 3+ years in Dynamics 365 CC delivery, strong Azure and Power

Competenze

• 5+ years IT experience with 3+ years implementing Dynamics 365 Customer Service and Contact Center solutions.
• Expertise in Dynamics 365 Contact Center including voice and digital channels.
• Experience with ACS telephony integration and CRM integration.
• Knowledge of SIP trunks, Direct Routing and Teams Phone integration.
• Experience with Power Platform, Dataverse, Azure services, and AI-powered customer service scenarios.
• Fluent English communications with stakeholders and agile teams.
• Strong customer focus and teamwork.

Mansioni

• Design, implement, and optimize Dynamics 365 Contact Center solutions with omnichannel engagement.
• Define requirements and create solution designs and specs for CC architectures.
• Integrate Dynamics 365 CC with ACS, SIP providers, Teams Phone, and CRMs.
• Configure routing, queue management, and Copilot agents to improve productivity.
• Support secure, scalable, highly available CC architectures following MS best practices and AI.

Conoscenze

Dynamics 365 Customer Service

Azure Communication Services

Contact Center architectures

Microsoft Teams Phone integration

Power Platform / Dataverse

English fluency

Strumenti

Azure Communication Services

Microsoft Teams Phone

SIP Trunks

Descrizione del lavoro

At Aubay Portugal, we work daily with some of the largest organisations across sectors such as banking, insurance, telecommunications and energy, helping to build and evolve critical systems that support millions of users. We have been in Portugal since 2007 and are part of an international group with a presence in several European countries. More than technology, we build close relationships and deliver real-impact projects.

What will you do?

• Design, implement, and optimize Microsoft Dynamics 365 Contact Center solutions, with a strong focus on omnichannel customer engagement and telephony integration.
• Define functional and non-functional requirements, developing robust solution designs and technical specifications for Contact Center architectures.
• Integrate Dynamics 365 Contact Center with Azure Communication Services (ACS), enterprise telephony platforms (e.g., Microsoft Teams Phone), SIP providers, and CRM systems.
• Configure and customize routing, queue management, and Copilot agents to enhance customer service processes and agent productivity.
• Support the design of secure, scalable, and highly available contact center architectures, continuously adopting Microsoft best practices and AI innovations.

What are we looking for?

At Aubay, our focus is on professionals who bring both technical expertise and the right mindset:

• Solid professional experience of 5+ years in IT, with at least 3 years implementing Microsoft Dynamics 365 Customer Service and Contact Center solutions as a Solutions Architect.
• Proven expertise in Dynamics 365 Contact Center, encompassing voice and digital channels, queue management, routing, and agent experiences.
• Extensive experience with Azure Communication Services (ACS), including telephony integration, call automation, and communication workflows.
• Strong understanding of Contact Center telephony architecture, including SIP trunks, Direct Routing, and integration with Microsoft Teams Phone.
• Experience with Microsoft Power Platform, Dataverse, Azure services, and an understanding of AI-powered customer service scenarios (e.g., Copilot, IVR design).
• Fluent in English (both written and spoken) and demonstrated ability to communicate effectively with business stakeholders and agile teams.
• Alignment with our corporate culture and a commitment to integrity and ethics are highly valued;
• Strong customer focus, teamwork, task prioritisation, and daily commitment are highly appreciated.

What can we offer?

At Aubay, we invest in your development and well‑being:

• Continuous growth through our Training Academy, with technical and soft skills training, mentoring, tech communities, workshops and in‑person meetups;
• Close support with regular feedback and a structured career advancement model;
• Comprehensive health insurance, including dental coverage, as well as access to a mental health platform and well‑being initiatives;
• Team‑oriented environment, including events and initiatives to promote connection and team spirit;
• Personal and family life support, from the moment your children are born and throughout their educational path;
• Access to a language platform with conversational classes in multiple languages;
• Project‑tailored work model: hybrid.

What will you find here?

• A close‑knit and informal environment, where direct communication is preferred and people are valued;
• Recognition of your contribution, with initiatives that celebrate meaningful moments;
• Freedom to be yourself, without unnecessary formalities;
• Teams where knowledge sharing, collaboration and joint growth are a reality.

Personal Data collected by AUBAY PORTUGAL as Data Controller, regarding the identification, contact and professional capabilities of the candidates, in the present procedure, will be processed for the application analysis, having in consideration that the processing is conducted in order to take the steps, at the request of the data subject, prior to entering into a contract; Personal data sent through the present application will be kept by Aubay during the application procedure and will remain stored whilst updated (for two years period). The collected data might be transferred or include other processing activities, as long as the data subject is informed, in the occurrence of a standard application and selection procedure, for the compliance of legal obligations for the time required by law. For any queries or request regarding personal data protection rights, the Data Subject may contact AUBAY PORTUGAL's headquarters in Avenida Duque D'Ávila, nº46 em Lisboa or use the DPO's e‑mail - [e-mail]. The Data Subject also has the right to file a complaint with the National Data Protection Authority www.cnpd.pt. (please do not include data regarding racial or ethnical origins, political opinions, religion, philosophy, biometrical data, health data, sexual life and orientation, or relating to criminal convictions and offences.)