Dynamics 365 Contact Center Architect/Lead

MACHINE LEARNING TECHNOLOGIES LLC; Florida; On-site; USD 150,000 - 190,000; Full time

Job summary

MACHINE LEARNING TECHNOLOGIES LLC in Doral, FL seeks a Microsoft Dynamics 365 Contact Center Architect/Admin to lead end-to-end CC architecture and implementation. The role covers IVR design, omnichannel routing, and integration with bots and third-party systems.

Strong governance, documentation, and deployment leadership are essential. Responsibilities include conducting requirement workshops, defining telephony data flows, and ensuring production readiness across build, test, and UAT.

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 concepts).
• Experience with bots, automation, and AI-assisted contact center workflows.

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, 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

IVR & Routing

SIP Concepts

Bots & AI

Documentation

Tools

Copilot / Power Virtual Agents

Job description

MACHINE LEARNING TECHNOLOGIES LLC in Doral, FL seeks a Microsoft Dynamics 365 Contact Center Architect/Admin to lead end-to-end CC architecture and implementation. The role covers IVR design, omnichannel routing, and integration with bots and third-party systems.

Strong governance, documentation, and deployment leadership are essential. Responsibilities include conducting requirement workshops, defining telephony data flows, and ensuring production readiness across build, test, and UAT.