Microsoft Dynamics 365 Contact Center Architect/Admin

Quantum Technologies. LLC; Florida; In loco; USD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

Quantum Technologies. LLC is seeking a Microsoft Dynamics 365 Contact Center Architect/Admin for an on-site role in Doral, FL. You will lead end-to-end architecture and implementation of D365 CC solutions, including IVR, routing, and integrations with bots and third-party systems.

Responsibilities include design workshops, governance, and ensuring production readiness. 11-month contract with possible extension; on-site work required in Manufacturing domain.

Competenze

• 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

Mansioni

• 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

Conoscenze

Microsoft Dynamics 365

Contact Center architecture

IVR design

SIP concepts

Documentation

Strumenti

Power Platform

Copilot

Power Virtual Agents

Descrizione del lavoro

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.