MICROSOFT DYNAMICS 365 CONTACT CENTER SOLUTION ARCHITECT -Remote

Cognizant; Troy (MI); Remote; USD 115,000 - 194,000; Full time

Job summary

An established industry player is seeking a Microsoft Dynamics 365 Contact Center Solution Architect to lead the design and implementation of innovative contact center solutions. This role involves collaborating with business stakeholders and developers to create scalable, high-performing solutions that leverage modern AI tools. You will have the opportunity to guide teams, mentor junior consultants, and act as a trusted advisor to clients, ensuring best practices are followed. Join a forward-thinking company that values diversity and offers a comprehensive benefits package, including health insurance, paid time off, and a 401(k) plan.

Benefits

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Qualifications

• 6+ years of experience with Microsoft Dynamics 365 Customer Service.
• Deep understanding of cloud-based contact center architecture.
• Experience implementing AI-driven features like bots and automation.

Responsibilities

• Architect end-to-end Microsoft Dynamics 365 Contact Center solutions.
• Lead workshops to gather and define business and technical requirements.
• Oversee the implementation lifecycle including quality assurance.

Skills

Microsoft Dynamics 365 Customer Service

Cloud-based contact center architecture

Power Platform

Azure services

AI-driven features implementation

Excellent communication skills

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Information Technology

Tools

Azure Communication Services

Genesys

Nuance

Job description

Microsoft Dynamics 365 Contact Center Solution ArchitectRole Summary

As a Microsoft Dynamics 365 Contact Center Solution Architect, you will lead the technical design and implementation of scalable, high-performing contact center solutions. You will collaborate with business stakeholders, solution teams, and developers to translate business needs into practical solutions, incorporating modern AI and productivity tools such as Copilot, Smart Assist, and Virtual Agents, Azure Communication Services

Key Responsibilities

• Architect end-to-end Microsoft Dynamics 365 Contact Center solutions aligned to business goals.
• Lead workshops to gather and define business and technical requirements.
• Design solution blueprints, process flows, and integration points.
• Setup and configure the Azure Communication Services with additional Azure services to support the voice, copilot and Emal channel
• Configure and customize D365 Customer Service and Omnichannel features including:
• Unified routing
• Agent experience
• Channel integration (voice, chat, SMS, social)
• AI capabilities (Copilot, Smart Assist, Chatbots)
• Oversee the implementation lifecycle including technical oversight, quality assurance, and solution deployment.
• Support pre-sales efforts by creating solution proposals, demos, and estimates.
• Act as a trusted advisor to clients, guiding best practices and innovation adoption.
• Provide guidance to delivery teams and mentor junior consultants.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 6+ years of experience with Microsoft Dynamics 365 Customer Service, including Omnichannel.
• Deep understanding of cloud-based contact center architecture and integrations.
• Strong knowledge of Power Platform, Azure services, and D365 extensibility options.
• Experience implementing AI-driven features such as Copilot, bots, and automation flows.
• Excellent communication and presentation skills, especially with executive stakeholders.

Preferred Qualifications

• Microsoft Certification: MB-230 (Microsoft Dynamics 365 Customer Service Functional Consultant Associate).
• Experience in industries such as Financial Services, Healthcare, or Retail is a plus.
• Familiarity with voice channel solutions such as Genesys, or Nuance.

Language Requirements

• English: Proficient

**Applications will be accepted until 6/6/25

Salary and Other Compensation:

• The annual salary for this position is [$115,378 to $193,500] depending on experience and other qualifications of the successful candidate.
• This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network encourages Veterans in building and growing a career at Cognizant that allows them to demonstrate the leadership, loyalty, integrity, and dedication to excellence instilled in them through participation in military service.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Equal Opportunity Employer M/F/D/V