Microsoft Dynamics 365 Contact Center Architect or Admin

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

Job summary

Robotics Technologies LLC is seeking a Microsoft Dynamics 365 Contact Center Architect or Admin to lead end‑to‑end CC initiatives in a Doral, FL onsite setting.

The role focuses on designing and implementing voice, IVR, and Omni‑channel routing aligned to business needs, while integrating with telephony providers and bots.

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

Dynamics 365

Contact Center

IVR design

Omni-channel routing

Bot integration

Tools

Power Virtual Agents

Copilot

SIP concepts

Job description

Microsoft Dynamics 365 Contact Center Architect or Admin

Location:

Doral, FL

Duration:

24Months+ Extension

Domain Exposure:

Manufacturing

Work Authorization:

Job Title: Microsoft Dynamics 365 Contact Center Architect or Admin

Location: Doral, FL (Onsite)

Duration: 24 Months + Extension

Bill Rate: $63/hour (C2C)

Job Type: W-2, 1099, C2C

Client: To Be Discussed Later

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

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 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.

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.