Dynamics 365 Contact Center Architect/Admin — IVR Routing

Valiant Technologies LLC; Florida; On-site; USD 150,000 - 190,000; Full time

Job summary

Valiant Technologies LLC in the United States (Doral, FL) seeks a Microsoft Dynamics 365 Contact Center Architect/Admin to lead end-to-end design and implementation of D365 CC solutions.

You will conduct requirement workshops, design voice/IVR and omnichannel routing, define architectures for telephony, bots, and data flows, and govern deployments and runbooks. The role emphasizes governance, production readiness, and seamless handovers to operations, with a 11‑month+ extension expectation.

Qualifications

• Must have strong experience with Microsoft Dynamics 365 Contact Center.
• Deep understanding of contact center operations, IVR, queues, and routing.
• Experience designing voice and digital customer journeys.
• Knowledge of telephony fundamentals (call routing, SIP).
• Experience with bots, automation, and AI‑assisted workflows.
• Strong documentation and governance capabilities.

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.
• 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 ops

Voice journeys

Telephony basics

Bots & AI workflows

Governance & docs

SIP concepts

Tools

Copilot

Power Virtual Agents

Job description

Valiant Technologies LLC in the United States (Doral, FL) seeks a Microsoft Dynamics 365 Contact Center Architect/Admin to lead end-to-end design and implementation of D365 CC solutions.

You will conduct requirement workshops, design voice/IVR and omnichannel routing, define architectures for telephony, bots, and data flows, and govern deployments and runbooks. The role emphasizes governance, production readiness, and seamless handovers to operations, with a 11‑month+ extension expectation.