Dynamics 365 Contact Center Architect & Admin – IVR & AI Routing

Machine Learning Technologies, LLC; Florida; Vor Ort; USD 120.000 - 160.000; Vollzeit

Zusammenfassung

Machine Learning Technologies, LLC in Doral, FL seeks a Microsoft Dynamics 365 Contact Center Architect/Admin to lead end-to-end architecture and implementation of Dynamics 365 Contact Center solutions.

You will conduct requirement discovery and design workshops, create voice, IVR and omnichannel routing architectures, define telephony, bots, and data flows, govern deployment, release planning and environment strategy, produce comprehensive documentation, and ensure production readiness with a

Qualifikationen

• 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

Aufgaben

• 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
• 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

Kenntnisse

Dynamics 365

Contact Center

Architecture

IVR design

System integration

Documentation

Tools

Power Virtual Agents

SIP

Telephony integration

Jobbeschreibung

Machine Learning Technologies, LLC in Doral, FL seeks a Microsoft Dynamics 365 Contact Center Architect/Admin to lead end-to-end architecture and implementation of Dynamics 365 Contact Center solutions.

You will conduct requirement discovery and design workshops, create voice, IVR and omnichannel routing architectures, define telephony, bots, and data flows, govern deployment, release planning and environment strategy, produce comprehensive documentation, and ensure production readiness with a