MICROSOFT DYNAMICS 365 CONTACT CENTER SOLUTION ARCHITECT -Remote

Cognizant North America; 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. In this pivotal role, you will collaborate with stakeholders to translate business needs into practical, scalable solutions, leveraging modern AI tools and Azure services. Your expertise will guide the implementation lifecycle, ensuring quality and performance while mentoring junior consultants. Join a forward-thinking company that values innovation and offers a dynamic work environment where your contributions will make a significant impact.

Benefits

Medical/Dental/Vision/Life Insurance

Paid holidays and Paid Time Off

401(k) plan and contributions

Disability coverage

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.

Responsibilities

• Architect end-to-end Microsoft Dynamics 365 Contact Center solutions.
• Lead workshops to gather and define business and technical requirements.

Skills

Microsoft Dynamics 365 Customer Service

Azure Communication Services

AI features implementation

Power Platform

Excellent communication skills

Education

Bachelor's degree in Computer Science

Tools

Azure services

D365 Customer Service

Genesys

Nuance

Job description

Microsoft Dynamics 365 Contact Center Solution Architect

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

1. Architect end-to-end Microsoft Dynamics 365 Contact Center solutions aligned to business goals.
2. Lead workshops to gather and define business and technical requirements.
3. Design solution blueprints, process flows, and integration points.
4. Set up and configure Azure Communication Services with additional Azure services to support voice, Copilot, and email channels.
5. 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 Compensation

• The annual salary ranges from [$115,378 to $193,500], depending on experience and qualifications.
• This position is eligible for Cognizant's discretionary annual incentive program, based on performance.

Benefits

Cognizant offers the following benefits, subject to eligibility:

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

Disclaimer: Benefits information is current as of this posting and may be modified.

We are committed to diversity and equal opportunity, providing reasonable accommodations for individuals with disabilities upon request.