Senior Dynamics 365 Contact Center Architect

Wipro Ltd.; Florida; On-site; USD 80,000 - 158,000; Full time

Job summary

Wipro Limited in Doral, FL is seeking a Microsoft Dynamics 365 Contact Center Architect/Admin to lead end‑to‑end architecture and implementation. You will conduct requirement discovery, design workshops, and shape voice, IVR, and omnichannel routing aligned with business needs.

The role requires strong Dynamics 365 CC Admin experience, deep contact center operations knowledge, and expertise in bots, integrations, and governance. On-site work in Doral with competitive benefits is offered.

Qualifications

• Must have strong experience with Microsoft Dynamics 365 Contact Center and related admin tasks.
• Deep understanding of contact center operations, including IVR, queues, routing, and SLAs.
• Experience designing voice and digital customer journeys for omnichannel platforms.
• Knowledge of telephony fundamentals and call routing, SIP concepts, and integration points.

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 omnichannel 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

Microsoft Dynamics 365 CC Admin

Contact Center Design

SIP/Telephony Basics

Bots and AI workflows

Documentation & governance

Tools

Copilot/Power Virtual Agents

Job description

Wipro Limited in Doral, FL is seeking a Microsoft Dynamics 365 Contact Center Architect/Admin to lead end‑to‑end architecture and implementation. You will conduct requirement discovery, design workshops, and shape voice, IVR, and omnichannel routing aligned with business needs.

The role requires strong Dynamics 365 CC Admin experience, deep contact center operations knowledge, and expertise in bots, integrations, and governance. On-site work in Doral with competitive benefits is offered.