Microsoft Dynamics 365 Contact Center Architect/Admin

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

Job ID: J53742

Job Title: Microsoft Dynamics 365 Contact Center Architect/Admin

Location: Doral, FL

Duration: 11 Months + Extension

Domain Exposure: Manufacturing

Work Authorization: US Citizen,Green Card,OPT-EAD,CPT,H-1B,H4-EAD,L2-EAD,GC-EAD

Client: To Be Discussed Later

Employment Type: W-2, 1099, C2C

Job Description

• 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 (Copilot / Power Virtual Agents), 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

Must Have

• 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

Equal Opportunity Employer We are an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, national origin, citizenship/ immigration status, veteran status, or any other status protected under federal, state, or local law.