Dynamics Contact Center Architect

SIDRAM TECHNOLOGIES; Atlanta (GA); On-site; USD 120,000 - 150,000; Full time

Job summary

SIDRAM TECHNOLOGIES is seeking a senior Digital Contact Center Transformation Architect in Atlanta, GA, to lead measurable performance enhancements across digital channels. The role requires ownership of MS Dynamics 365 platform and hands-on AI implementation. Ideal candidates should have extensive experience in designing digital contact center solutions and be adept at managing performance metrics like AHT and CSAT. This position is onsite and supports the E-Verify program.

Qualifications

• 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.
• Copilot Studio experience preferred.

Responsibilities

• 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.

Skills

Digital contact center solutions

Conversational AI

Microsoft Dynamics 365

AI and automation strategy

Integration and Enterprise Enablement

Tools

Power Automate

Power Apps

Power BI

Job description

Dynamics Contact Center Architect

Location: Atlanta, GA - Onsite

Employment types: C2C & W2; USC/H4EAD/H1B

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.

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.

E-Verify Information

• E-Verify is a registered trademark of the U.S. Department of Homeland Security.
• SIDRAM TECHNOLOGIES participates in the Employment Eligibility Verification Program (E-Verify) offered by USCIS.
• For more information, visit www.dhs.gov/E-Verify.