Dynamics 365 CC Architect: IVR, AI & Routing Lead

Ethereum Technologies; Florida; On-site; USD 120,000 - 180,000; Full time

Job summary

Ethereum Technologies seeks a Microsoft Dynamics 365 Contact Center Architect/Admin to lead end-to-end architecture and implementation in Doral, FL. You will design voice and omnichannel routing, IVR flows, and agent experiences while guiding integrations with telephony providers and AI bots.

Strong governance and documentation are essential. Responsibilities include requirement workshops, environment strategy, and ensuring production readiness through QA, UAT, and handover to operations.

Qualifications

• 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).
• Experience with bots, automation, and AI-assisted contact center workflows.
• Strong documentation and solution governance capabilities.

Responsibilities

• Lead end-to-end architecture and implementation of 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.
• Govern configuration, deployment, release planning, and environment strategy.
• 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

Dynamics 365 Contact Center

Contact center operations

Voice & digital journeys

Telephony fundamentals

Bots & AI workflows

Documentation & governance

Tools

Copilot

Power Virtual Agents

Job description

Ethereum Technologies seeks a Microsoft Dynamics 365 Contact Center Architect/Admin to lead end-to-end architecture and implementation in Doral, FL. You will design voice and omnichannel routing, IVR flows, and agent experiences while guiding integrations with telephony providers and AI bots.

Strong governance and documentation are essential. Responsibilities include requirement workshops, environment strategy, and ensuring production readiness through QA, UAT, and handover to operations.