Lead Dynamics 365 Contact Center Architect – Onsite (Doral)

Valiant Technologies LLC; Florida; On-site; USD 72,000 - 102,000; Full time

Job summary

Valiant Technologies LLC in Doral, FL is seeking a Microsoft Dynamics 365 Contact Center Architect or Admin to lead end-to-end architecture and implementation of Dynamics 365 Contact Center solutions.

You will conduct requirement workshops, design voice and digital customer journeys, define telephony, IVR, and omni‑channel routing architectures, and lead integrations with telephony providers, bots, and third‑party systems while upholding governance and security standards.

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.
• Strong documentation and solution 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 Omni channel 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.

Skills

D365 Contact Center

Contact center operations

Requirement discovery

Telephony integration

AI workflows

Documentation

Tools

Power Virtual Agents

Copilot

Job description

Valiant Technologies LLC in Doral, FL is seeking a Microsoft Dynamics 365 Contact Center Architect or Admin to lead end-to-end architecture and implementation of Dynamics 365 Contact Center solutions.

You will conduct requirement workshops, design voice and digital customer journeys, define telephony, IVR, and omni‑channel routing architectures, and lead integrations with telephony providers, bots, and third‑party systems while upholding governance and security standards.