Remote D365 CCaaS Solutions Architect

NextPath Career Partners; Atlanta (GA); On-site; USD 103,000 - 131,000; Full time

Job summary

NextPath Workforce Solutions is seeking a Microsoft Dynamics 365 CCaaS Solutions Architect for a remote contract role in the United States. You will design and implement D365 Contact Center solutions, including voice, IVR, and omnichannel routing, while leading client discovery sessions and translating requirements into scalable architectures.

The ideal candidate has 5+ years in Dynamics 365 CS, 3+ years CCaaS delivery, and strong leadership in client-facing engagements.

Qualifications

• 5+ years of Microsoft Dynamics 365 Customer Service experience.
• 3+ years implementing Contact Center or CCaaS solutions.
• Deep expertise with Dynamics 365 Contact Center, including hands‑on configuration and implementation.
• Experience with Omnichannel Customer Service for digital channels and case management.
• Proven experience leading client discovery workshops, requirements gathering, and solution design.
• Strong functional consulting and client‑facing leadership skills.
• Knowledge of Power Platform including Copilot Studio, Power Automate, Dataverse, and AI workflows.
• Experience integrating telephony providers and contact center migration (preferred).
• Microsoft Dynamics 365 certifications (preferred).

Responsibilities

• Design and implement D365 Contact Center solutions, including voice, IVR, routing, and queues.
• Lead client discovery sessions and translate requirements into scalable contact center solutions.
• Configure Omnichannel Customer Service across chat, voice, SMS, email, and social channels.
• Build automation and AI capabilities leveraging Power Platform and Copilot Studio.
• Develop functional design documents and prepare solution blueprints.
• Support UAT and deployment activities to ensure successful implementation.
• Collaborate with solution architects and technical teams on solution design and delivery.
• Document implementation processes and assist in project governance.

Skills

Dynamics 365 CS Experience

CCaaS implementation

Client discovery workshops

Solutions design

Leadership to clients

Power Platform

Copilot Studio

AI workflows

Tools

Power Automate

Dataverse

Copilot Studio

Job description

NextPath Workforce Solutions is seeking a Microsoft Dynamics 365 CCaaS Solutions Architect for a remote contract role in the United States. You will design and implement D365 Contact Center solutions, including voice, IVR, and omnichannel routing, while leading client discovery sessions and translating requirements into scalable architectures.

The ideal candidate has 5+ years in Dynamics 365 CS, 3+ years CCaaS delivery, and strong leadership in client-facing engagements.