Dynamics Contact Center Architect

KAIZEN TECHNOLOGIES INC; Atlanta (GA); On-site; USD 100,000 - 130,000; Full time

Job summary

KAIZEN TECHNOLOGIES INC is seeking a Senior Dynamics Contact Center Architect in Atlanta, GA. This senior, hands-on role involves overseeing a digital contact center platform, leveraging AI and automation to improve customer experiences. Candidates should have over 5 years of experience with Microsoft Dynamics 365 and proven delivery metrics in digital channels. Responsibilities include leading the strategy for AI, Copilot, and integration, ensuring effective outcomes across communication channels.

Qualifications

• Must have 5+ years designing or leading digital contact center solutions.
• Experience with MS Dynamics 365 chat, messaging, and email channel platform required.
• Demonstrated delivery against AHT, containment, CSAT metrics.

Responsibilities

• Own Digital Contact Center Outcomes end to end.
• Lead AI, Copilot, and Automation Strategy.
• Serve as a trusted onsite advisor to clients.

Skills

Designing digital contact center solutions

Owning MS Dynamics 365 platform

Implementing conversational AI

Digital deflection strategies

Using Microsoft Power Platform

Tools

Microsoft Dynamics 365

Power Automate

Power Apps

Power BI

Job description

Title

Dynamics Contact Center Architect

Location

Atlanta, GA

Overview

We are looking for a senior, hands‑on Digital Contact Center Transformation Architect to own the technical direction and outcomes of a modern, digital contact center platform (the new MS Dynamics 365 Contact Center). This role is focused on driving measurable performance across digital channels (chat, messaging, email), leveraging AI, Copilot, and automation, and serving as a trusted onsite advisor to business and technology stakeholders. While Microsoft Dynamics 365 and the Power Platform are key enablers, success in this role is defined by helping drive business outcomes such as digital containment, customer experience, operational efficiency, and platform strategy.

What You’ll Do

• Own Digital Contact Center Outcomes end to end (chat, messaging, and email)
• Lead AI, Copilot, and Automation Strategy
• Architect and evolve the Digital Contact Center Platform
• Serve as a trusted onsite advisor to clients
• Integration & enterprise enablement

Qualifications for Success

• 5+ years designing or leading digital contact center solutions
• Direct ownership of MS Dynamics 365 chat, messaging, and email channel platform
• Proven delivery against AHT, containment/deflection, CSAT, and cost per interaction
• Hands‑on experience implementing conversational AI, Copilot, or virtual agents
• Experience with digital deflection strategies (self‑service, bots, automation)
• Microsoft ecosystem experience including Dynamics 365 Customer Service / Omnichannel and Power Platform (Power Automate, Power Apps, Power BI)
• Copilot Studio experience preferred