Dynamics 365 Contact Center Solutions Architect

Workana LLC; United States; Remote; USD 57,000 - 81,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Job summary

Xenon7 is seeking a senior Contact Center AI Solutions Architect to drive technical advisory and presales activities for Dynamics 365 Contact Center and Copilot Studio. This remote, hourly consulting role focuses on assessing opportunities, leading technical discussions, and defining architecture approaches for AI-powered customer service.

The engagement will begin with advisory work and evolve toward potential implementation support as opportunities arise.

Qualifications

• Hands-on implementation experience with Dynamics 365 Contact Center and Copilot Studio.
• Experience with contact center workflows, routing, escalation, and human handoff.
• Ability to lead client-facing technical discussions and explain complex solutions clearly.
• Excellent spoken and written English.
• Willingness to work on an hourly consulting basis with availability for meetings in two weeks.

Responsibilities

• Participate in discovery and technical meetings, translating customer service needs into practical solution architectures.
• Define implementation approaches using Dynamics 365 Contact Center and Copilot Studio.
• Advise on conversational AI experiences across voice and digital channels, including automated workflows and handoff to human representatives.
• Assess integrations with CRMs, enterprise systems, knowledge sources, APIs, and existing contact center platforms.
• Explain technical tradeoffs, platform capabilities, limitations, and delivery considerations to technical and business stakeholders.
• Help scope potential projects, identify dependencies, and estimate implementation effort.
• Support future proofs of concept and implementations as projects are confirmed.

Skills

Dynamics 365 Contact Center

Microsoft Copilot Studio

Solution architecture

English communication

Job description

Remote | Hourly Consulting

Description

Xenon7 is looking for a senior Contact Center AI Solutions Architect with deep hands-on expertise in Dynamics 365 Contact Center and Microsoft Copilot Studio.

You will work alongside our team to assess opportunities, lead technical discussions, and define implementation approaches for AI-powered customer service solutions.

This engagement will initially focus on technical advisory and presales discussions, with the potential to support implementation projects as opportunities develop. It is an hourly consulting opportunity; ongoing hours and future project scope will depend on confirmed needs.

Responsibilities

• Participate in discovery and technical meetings, translating customer service needs into practical solution architectures.
• Define implementation approaches using Dynamics 365 Contact Center and Copilot Studio.
• Advise on conversational AI experiences across voice and digital channels, including automated workflows and handoff to human representatives.
• Assess integrations with CRMs, enterprise systems, knowledge sources, APIs, and existing contact center platforms.
• Explain technical tradeoffs, platform capabilities, limitations, and delivery considerations to technical and business stakeholders.
• Help scope potential projects, identify dependencies, and estimate implementation effort.
• Support future proofs of concept and implementations as projects are confirmed.

• Demonstrated hands-on implementation experience with Dynamics 365 Contact Center, including relevant Omnichannel capabilities.
• Deep expertise in Microsoft Copilot Studio, with experience building, integrating, testing, and deploying conversational agents.
• Practical experience with contact center workflows, including routing, escalation, and transfer to human representatives.
• Experience integrating agents with enterprise data and systems through APIs, connectors, or custom integrations.
• Strong solution architecture skills, including security, governance, deployment, and operational considerations.
• Proven ability to lead client-facing technical discussions and explain complex solutions clearly.
• Excellent spoken and written English.
• Availability for initial meetings within the next two weeks and willingness to work on an hourly consulting basis.

Preferred: Experience with voice agents, conversational IVR, Azure AI services, and technical presales or proofs of concept.

• Remote engagement with flexible location; professionals based in LATAM and North America are particularly encouraged to apply.
• Hourly compensation of up to USD $50, depending on experience.
• Opportunity to shape enterprise contact center AI solutions alongside an experienced technical team.
• Exposure to emerging conversational AI capabilities and complex integration challenges.
• Potential for continued consulting and implementation work as projects develop.