Microsoft Dynamics 365 Contact Center Architect/Admin

Robotics Technologies LLC; Florida; On-site; USD 110,000 - 165,000; Full time

Job summary

Robotics Technologies LLC is seeking a Microsoft Dynamics 365 Contact Center Architect/Admin in Doral, FL to lead end-to-end architecture and implementation. You’ll conduct discovery, design omnichannel journeys, and align routing and IVR with business needs.

The role requires deep contact center expertise, bot integrations, and governance of deployments, with emphasis on quality across all stages from design to production.

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 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

Microsoft Dynamics 365 Contact Center

IVR

Omnichannel routing

Telephony fundamentals

Bots/Automation

Power Virtual Agents

Copilot

Tools

Copilot

Power Virtual Agents

SIP

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.