APPLICATION ARCHITECT L1

Wipro Ltd.; Florida; On-site; USD 80,000 - 158,000; Full time

Job summary

Wipro Limited in Doral, FL is seeking a Microsoft Dynamics 365 Contact Center Architect/Admin to lead end‑to‑end architecture and implementation. You will conduct requirement discovery, design workshops, and shape voice, IVR, and omnichannel routing aligned with business needs.

The role requires strong Dynamics 365 CC Admin experience, deep contact center operations knowledge, and expertise in bots, integrations, and governance. On-site work in Doral with competitive benefits is offered.

Qualifications

• Must have strong experience with Microsoft Dynamics 365 Contact Center and related admin tasks.
• Deep understanding of contact center operations, including IVR, queues, routing, and SLAs.
• Experience designing voice and digital customer journeys for omnichannel platforms.
• Knowledge of telephony fundamentals and call routing, SIP concepts, and integration points.

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.
• Lead integration with telephony providers, bots (Copilot / Power Virtual Agents), and third‑party systems.

Skills

Microsoft Dynamics 365 CC Admin

Contact Center Design

SIP/Telephony Basics

Bots and AI workflows

Documentation & governance

Tools

Copilot/Power Virtual Agents

Job description

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

Microsoft Dynamics 365 Contact Center Architect/Admin

Doral, FL

• 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
• Lead integration with telephony providers, bots (Copilot / Power Virtual Agents), and third‑party systems

Must have

• 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
• Strong documentation and solution governance capabilities

Mandatory Skills: Microsoft Dynamics 365 CC Admin.Experience: 8-10 Years.The expected compensation for this role ranges from $80,000 to $158,000 .Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.Applicants are advised that employment in some roles may be conditioned on successful completion of a post‑offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

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.