Solution Architect - Microsoft Dynamics 365

Innorev Technologies Inc; Harrisburg (Dauphin County); On-site; USD 140,000 - 190,000; Full time

Job summary

Innorev Technologies Inc. is seeking an experienced Microsoft Dynamics 365 Contact Center Solution Architect to lead end-to-end architecture for an enterprise contact-center modernization.

The role spans Dynamics 365 Contact Center, Customer Service, Power Platform, Copilot Studio, Teams Voice, Azure, PCI Pal, and Nuvei, with emphasis on secure, scalable, high-volume operations and complex integrations across enterprise systems.

Qualifications

• 7–10+ years of Microsoft Dynamics 365 and Power Platform solution delivery.
• Hands-on architecture experience for Dynamics 365 Customer Service and/or Contact Center.
• Experience with integration to enterprise APIs, Azure, and back-office apps.
• Strong security, high-availability, and PCI-compliance focus.
• Ability to produce HLDs, diagrams, and technical specs.

Responsibilities

• Lead end-to-end architecture and solution design for Dynamics 365 Contact Center and Customer Service.
• Define integration patterns, security standards, scalability, and disaster recovery.
• Translate requirements into scalable, secure technical solutions.
• Design omnichannel experiences across voice, chat, email, and agents.
• Define Teams-based contact-center voice architecture and telephony integrations.
• Architect PCI-compliant payment architectures and integrate PCI Pal / Nuvei.
• Provide architectural leadership and support go-live and production readiness.
• Collaborate with stakeholders to resolve architectural issues.

Skills

Dynamics 365 architecture

Power Platform

Solution design

Security architecture

Integration patterns

Education

MB-230 Certification

AZ-305 Certification

Tools

Azure

Teams Voice

PCI Pal

Nuvei

Copilot Studio

Job description

Job Description: Microsoft Dynamics 365 Contact Center Solution Architect

Position Summary

We are seeking an experienced Microsoft Dynamics 365 Contact Center Solution Architect to lead the end-to-end architecture and solution design for an enterprise contact-center modernization program. The role involves owning the technical architecture from Phase 1 through implementation, production readiness, and go-live.

The solution spans Dynamics 365 Contact Center, Dynamics 365 Customer Service, Microsoft Power Platform, Copilot Studio, Microsoft Teams Voice, Azure Communication Services, PCI Pal, and Nuvei. The architect will be responsible for high-level design (HLD), integration architecture, security decisions, payment-channel architecture, and enterprise system connectivity.

The ideal candidate will have strong hands-on experience designing scalable, secure, highly available, and high-volume omnichannel contact-center platforms. Experience in tolling, transportation, government, utilities, financial services, or other transaction-intensive environments is highly desirable.

Key Responsibilities

1. Solution Architecture and Design

• Lead end-to-end architecture and solution design for Dynamics 365 Contact Center and Dynamics 365 Customer Service.
• Define solution architecture, integration patterns, security standards, scalability, availability, resiliency, monitoring, and disaster-recovery requirements.
• Translate business and operational requirements into scalable, secure, and maintainable technical solutions.
• Ensure alignment with Microsoft-recommended practices and enterprise architecture standards.

2. Contact Center and Omnichannel Architecture

• Design omnichannel customer-service experiences covering inbound and outbound voice, natural-language IVR, web chat, messaging, email, virtual agents, and live-agent interactions.
• Architect intelligent routing, queues, workstreams, agent experiences, case management, knowledge management, and contact-center analytics.
• Design customer and agent journeys across IVR, conversational AI, live-agent engagement, escalation, and post-call processing.
• Define Microsoft Teams-based contact-center voice architecture, including integration with enterprise telephony, carrier services, SIP, and Azure Communication Services.
• Support high-volume customer-service operations with appropriate performance, availability, and resiliency considerations.
• Define integration patterns between Dynamics 365, Power Platform, Azure services, and enterprise back-office applications.
• Design secure integrations with tolling and account-management platforms, ERP and financial systems, payment gateways, identity providers, document-management systems, knowledge repositories, and data and analytics platforms.
• Establish API and interface specifications, data flows, authentication mechanisms, error handling, and integration monitoring.
• Ensure reliable and secure data exchange across customer-service and transaction-processing systems.

4. Microsoft Copilot and AI Architecture

• Architect Copilot Studio agents and AI-assisted agent experiences for customer self-service and contact-center operations.
• Define AI grounding, enterprise data access, identity and security controls, escalation paths, and human-in-the-loop mechanisms.
• Design conversational AI experiences that support natural-language IVR, customer inquiries, account servicing, and agent assistance.
• Establish appropriate safeguards to ensure secure, reliable, and controlled AI interactions.

5. Payment Security and PCI Compliance

• Design PCI-compliant payment architectures for voice and digital contact-center channels.
• Integrate secure payment solutions such as PCI Pal, Nuvei, or comparable payment technologies.
• Define approaches to reduce PCI scope and isolate cardholder data from contact-center agents and systems wherever possible.
• Support PCI architecture reviews and Qualified Security Assessor (QSA) assessments.
• Document payment flows, system boundaries, security controls, and integration patterns to support compliance requirements.

6. Customer Service and Case Management

• Design Dynamics 365 Customer Service case-management models for customer inquiries, account maintenance, disputes, violations, payments, escalations, and related service processes.
• Define customer authentication, account servicing, knowledge access, agent workflows, and case-resolution processes.
• Align customer journeys and business processes with the technical architecture.

7. Technical Leadership and Implementation Support

• Provide architectural leadership to functional consultants, developers, integration teams, telephony engineers, AI teams, and client stakeholders.
• Review technical designs and guide implementation teams to ensure adherence to approved architecture.
• Collaborate with business and technical stakeholders to resolve architectural issues and make key design decisions.
• Support solution validation, performance testing, security reviews, production readiness, cutover, and go-live.

Required Qualifications

• 7–10+ years of experience designing and implementing Microsoft Dynamics 365 and Power Platform solutions.
• Strong hands-on solution architecture experience with Dynamics 365 Customer Service and/or Dynamics 365 Contact Center.
• Strong understanding of intelligent routing, queues, workstreams, agent experiences, case management, knowledge management, and contact-center analytics.
• Experience integrating Dynamics 365 with enterprise APIs, Azure services, and back-office applications.
• Strong knowledge of Microsoft Power Platform, Dataverse, Azure integration services, and enterprise security architecture.
• Experience designing scalable, highly available, high-volume, mission-critical customer-service platforms.
• Ability to develop HLDs, architecture diagrams, interface specifications, and technical design documentation.
• Strong communication and stakeholder-management skills, with the ability to explain architectural decisions to technical teams and executive stakeholders.

Preferred Qualifications

• Experience in tolling, transportation, DMV, transit, government, utilities, financial services, or other high-volume customer-service environments.
• Familiarity with toll account management, violations, disputes, transponder servicing, and payment-processing workflows.
• Experience with PCI-compliant contact-center payment architecture and secure payment solutions such as PCI Pal or similar platforms.
• Knowledge of government security, compliance, and accessibility requirements.
• Experience with Microsoft Copilot Studio and Azure AI capabilities.
• Experience with Microsoft Teams Voice, Azure Communication Services, SIP, and enterprise telephony integrations.
• Familiarity with payment gateway integrations, identity and authentication platforms, and enterprise financial systems.

Preferred Certifications

• MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
• AZ-305: Microsoft Azure Solutions Architect Expert

Key Success Criteria

• Deliver a comprehensive end-to-end solution architecture from Phase 1 through go-live.
• Establish secure, scalable, and resilient omnichannel contact-center architecture.
• Ensure successful integration across Dynamics 365, Azure, telephony, AI, enterprise applications, and payment platforms.
• Support PCI compliance objectives and appropriate protection of cardholder data.
• Provide clear technical direction and ensure implementation aligns with approved architecture and business requirements.