We are seeking an experienced CCaaS Solution Architect / Senior Consultant for our client to design implement and optimize a cloud-based Contact Center (CCaaS) solution using Microsoft Dynamics 365 Customer Service integrated with Azure Communication Services (ACS).
The ideal candidate will have strong expertise across Dynamics 365 Azure telephony and contact center operations and will play a key role in building a scalable secure and omnichannel customer engagement platform.
Location: Melbourne
Key Responsibilities
Solution Design & Architecture
Design end-to-end CCaaS architecture using Dynamics 365 Customer Service Omnichannel and Azure Communication Services
Define telephony voice routing IVR call recording chat SMS and email capabilities using ACS
Ensure scalability high availability resiliency and security of the solution
Produce technical architecture documents diagrams and design decisions
Implementation & Configuration
Configure Dynamics 365 Customer Service and Omnichannel for Customer Service
Implement voice chat SMS and digital channels using Azure Communication Services
Build and configure:
o Automatic Call Distribution (ACD)
o IVR / Call flows
o Agent routing rules
o Work streams and queues
Integrate with Power Platform (Power Automate Power Apps) for workflow orchestration
Azure & Integration
Set up and manage Azure Communication Services including:
o Phone numbers
o Call automation
o Media services
Integrate Dynamics 365 with:
o External PBX / SIP providers (if applicable)
o CRM ERP or backend systems via APIs
Use Azure Functions Logic Apps Service Bus and APIs where required
Quality Security & Compliance
Implement call recording monitoring and reporting
Ensure compliance with security privacy and data protection standards
Support role-based access control and identity management using Azure AD
Testing Deployment & Support
Lead UAT performance testing and go-live
Provide post-go-live support and optimization
Troubleshoot production issues across Dynamics Azure and telephony layers
Stakeholder Collaboration
Work closely with business stakeholders contact center leaders and IT teams
Translate business requirements into technical solutions
Mentor junior team members and developers
Requirements
Must Have
5 years experience with Microsoft Dynamics 365 especially Customer Service
Hands-on experience with Azure Communication Services (ACS) for voice and messaging
Strong understanding of contact center concepts:
o ACD IVR CTI Call Routing SLAs KPIs
Experience with Omnichannel for Dynamics 365
Strong Azure skills (at least 34 years):
o Azure AD
o Azure Functions / Logic Apps
o API integrations
Experience integrating telephony or CCaaS platforms
Excellent troubleshooting and communication skills
Good to Have
Experience with Power Platform (Power Automate Power BI)
Knowledge of SIP VoIP PSTN call flows
Experience migrating from legacy contact centers to cloud-based CCaaS
Microsoft certifications:
o Dynamics 365 Customer Service
o Azure Solutions Architect / Developer
Soft Skills
Strong ownership and accountability
Ability to work with ambiguous requirements
Client-facing and stakeholder management experience
Good documentation and presentation skills
Requirement 1:Jr. C#Dot net Developer with Azure Location: Bangalore Bhartiya City(Dont Take relocation candidates) Work Mode: Hybrid( 3 Days from office) Experience: 3-5 Years Scadea Payroll End Client- Eco lab Mandatory Skills: C# .net core Azure Services Azure function Azure Logic app( Look for candidates with these skills) Job Description: We are seeking a talented C#.NET Developer with a strong background in Microsoft Azure to join our dynamic team. The ideal candidate will be responsible for designing developing and maintaining robust and scalable applications technologies while leveraging Azure services. This role requires expertise in cloud-based development and database management particularly with Cosmos DB and MongoDB alongside Azure DevOps for CI/CD processes. Key Responsibilities: Application Development: Design develop and maintain scalable applications using C# Core. Azure Integration: Develop and deploy applications on the Microsoft Azure platform utilising services such as Azure App Service Azure Functions and Azure Logic Apps. Database Management: Work with Cosmos DB and MongoDB for database operations optimization and troubleshooting. DevOps Practices: Implement and maintain CI/CD pipelines using Azure DevOps to ensure seamless application deployment. Server Management: Manage and maintain application servers for hosting and scaling enterprise-grade applications. Code Quality: Write clean efficient and maintainable code while adhering to best practices and coding standards. Collaboration: Work closely with cross-functional teams to understand project requirements and deliver solutions on time. Troubleshooting: Diagnose and resolve technical issues in production and non-production environments. Required Skills: Strong programming experience in C# Core/Framework. Hands-on experience with Microsoft Azure including services such as Azure App Service Azure Functions and Azure Logic Apps. Proficiency in Cosmos DB and MongoDB for database development and management.( Not Mandatory Good to have) Practical knowledge of Azure DevOps for CI/CD pipeline setup and automation. Experience in managing and maintaining application servers. Strong problem-solving and debugging skills. Excellent communication and collaboration skills. Familiarity with Agile/Scrum methodologies. Preferred Skills: Experience with containerization tools such as Docker and orchestration platforms like Kubernetes. Knowledge of REST APIs and micro services architecture. Exposure to cloud security best practices. Qualifications: Bachelors degree in Computer Science Information Technology or a related field.