Microsoft Dynamics 365 Contact Center Architect or Admin

Quantum Technologies. LLC; Florida; In loco; USD 72.000 - 102.000; Tempo pieno

Descrizione del lavoro

Quantum Technologies. LLC in Doral, FL is seeking a Microsoft Dynamics 365 Contact Center Architect or Admin to lead end-to-end implementations and design workshops focused on contact center journeys.

You will shape voice and digital customer experiences, define telephony and bot integrations, and ensure governance and robust documentation throughout the project lifecycle.

Competenze

• Deep experience with Microsoft Dynamics 365 Contact Center.
• Understand contact center operations: IVR, queues, routing, SLAs.
• Design 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.

Mansioni

• Lead end-to-end architecture and implementation of Dynamics 365 CC solutions.
• Conduct requirement discovery and design sessions for contact center journeys.
• Design voice, IVR, and omni-channel routing architectures.
• Define architecture for telephony, bots, integrations, security, data flows.
• Architect IVR flows, routing, queue strategies, and agent experience.
• Lead integrations with telephony providers, bots, and third-party systems.

Conoscenze

Microsoft Dynamics 365 CC

IVR design

Omni-channel routing

Architectural design

Solution governance

Strumenti

Copilot

Power Virtual Agents

Descrizione del lavoro

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.