MS Dynamics + AI

This role plays a critical part in:

• Leading engineering acrossContact Centre as a Service (CCaaS)platforms andDynamics 365 transformation
• Driving3rd party AI voice platform integration and scalable voice capability
• Shapingend-to-end customer and colleague experience across voice chat and assisted channels

Youll work closely with product design data and engineering teams to deliver production-grade AI-enabled servicing capabilities while influencing across architecture risk and business stakeholders.

Your impact

You will:

• Lead solution design acrossAPIs AI agents channel integration and cloud platforms
• Driveconnected conversations preserving customer context intent and journey across channels
• EnableAI-led contact reduction improved customer outcomes and better frontline experiences
• Build reusable engineering patterns that scale acrossvoice chat and AI-assisted servicing
• Ensure solutions aresecure reliable observable and production-readyfrom day one

Key responsibilities

• Lead end-to-end engineering delivery across:

  • Contact centre platform capabilities (Dynamics 365 CCaaS)

  • AI voice and chat solutions

  • Customer and colleague experience platforms

• Design and implement:

  • AI agent orchestration voice bots routing and agent assist

  • Channel switching and conversation state management

  • Integration patterns across voice chat APIs and backend services

• Establish scalable patterns for:

  • Voice platform integrations and commercial models

  • AI experimentation evolving into production-grade solutions

• Champion:

  • DevSecOps CI/CD automated testing and release management

  • Observability monitoring incident response and SLOs

  • Responsible AI privacy security and operational resilience (including regulatory expectations)

• Collaborate across engineering product and design to ensurecohesive customer journeysand measurable outcomes

• Mentor engineers and uplift engineering capability across the team

Were interested in hearing from people who

• Are experienced Principal Engineers (or equivalent) with hands-on delivery capability
• Have strong technical judgement and can lead complex design and troubleshooting
• Understanddistributed systems customer platforms and AI-enabled solutions
• Are comfortable working in ambiguity and driving clarity across complex initiatives
• Can influence across engineering product risk and senior stakeholders
• Are passionate aboutAI-enabled transformation balanced with strong focus on reliability and risk management

Technical experience

Exposure to some of the following is beneficial:

• Contact centre & communication platforms:

  • Dynamics 365 Contact Centre Genesys LivePerson Nuance

  • Voice IVR chat messaging and routing systems

• AI & data:

  • AI agents LLM integration RAG prompt engineering
  • AI evaluation model monitoring and responsible AI controls

• Engineering & architecture:

  • Distributed systems APIs event-driven architecture
  • Cloud platforms (AWS / Azure) infrastructure as code
  • Programming languages such as Python TypeScript Java or C#

• Practices:

  • DevSecOps CI/CD automated testing
  • Observability reliability engineering and production support