Microsoft Dynamics 365 Contact Center Architect/Admin

Valiant Technologies LLC; Florida; On-site; USD 150,000 - 190,000; Full time

Job summary

Valiant Technologies LLC in the United States (Doral, FL) seeks a Microsoft Dynamics 365 Contact Center Architect/Admin to lead end-to-end design and implementation of D365 CC solutions.

You will conduct requirement workshops, design voice/IVR and omnichannel routing, define architectures for telephony, bots, and data flows, and govern deployments and runbooks. The role emphasizes governance, production readiness, and seamless handovers to operations, with a 11‑month+ extension expectation.

Qualifications

• Must have strong experience with Microsoft Dynamics 365 Contact Center.
• Deep understanding of contact center operations, IVR, queues, and routing.
• Experience designing voice and digital customer journeys.
• Knowledge of telephony fundamentals (call routing, SIP).
• Experience with bots, automation, and AI‑assisted workflows.
• Strong documentation and 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 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.

Skills

Dynamics 365

Contact center ops

Voice journeys

Telephony basics

Bots & AI workflows

Governance & docs

SIP concepts

Tools

Copilot

Power Virtual Agents

Job description

Microsoft Dynamics 365 Contact Center Architect/Admin

Location

Doral, FL

Duration

11Months+ Extension

Domain Exposure

Manufacturing

Work Authorization

• 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

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.