Principal Solution Architect (Contact Center)

JourneyTeam is seeking a Principal Solution Architect specializing inDynamics 365 Contact Center knowledge with Microsoft technologies and AI expertise. This role is designed for a seasoned architect who not only delivers worldclass contact center solutions but also shapes standards mentors teams drives innovation and acts as a trusted advisor to executivesboth internally and with clients.

The Principal Solution Architect operates with broad impact across projects teams and strategic initiatives. This role will guide large complex enterprise-level AI infused Contact Center implementations elevate delivery quality and influence the evolution of our Dynamics 365 Contact Center best practices.

About JourneyTeam

At JourneyTeam our customers are at the center of everything we do. Our purpose as a company is to help others effectively use technology to create a positive lasting impact on the world. With 30 years of technology experience we are 100% focused on delivering Microsoft business applications and technologies that empower organizations to reach new heights of business success. We deeply understand the transformative value of Microsoft solutions and are dedicated to helping our customers unlock their full potential.

Our experienced team specializes in driving success across Dynamics 365 Microsoft 365 AI and Copilot Azure modern data solutionsall leveraging Microsofts comprehensive security platform.

Key Responsibilities:

Strategic & Technical Leadership

• Serve as the seniormost architect across Dynamics 365 Contact Center Customer Engagement (CE) and AIenabled customer experience initiatives setting direction for complex or highvisibility engagements.
• Design architect and implement endtoend omnichannel customer engagement solutions including voice digital messaging chat and Microsoft Teamsintegrated telephony leveraging Dynamics 365 Contact Center Omnichannel Azure Communication Services (ACS) and Copilot within the Microsoft ecosystem.
• Ensure solutions align with industry best practices enterprise architecture principles and JourneyTeams standards for longterm sustainability performance and maintainability.
• Shape organizational architecture standards governance models innovations and delivery frameworks for Contact Center CRM and AIassisted solutions.
• Advise executive stakeholders on highimpact decisions involving AI-infused Contact Center modernization and digital transformation.

Project Execution & Oversight

• Oversee endtoend solution design for complex customer experience implementations including Omnichannel routing strategies Azure ACS or Microsoft Teams voice enablement telephony migrations and enterprise integrations.
• Guide requirement discovery solution shaping integrations and data migrations user story design and crossteam coordination.
• Provide escalation support for advanced architectural challenges or platform constraints and serve as a Contact Center Subject Matter Expert.

Thought Leadership & Innovation

• Understands customer business needs and processes across Contact Center best practices and industry trends to architect and design CCaaS solutions
• Maintain deep awareness of the Microsoft product roadmap across Dynamics 365 Contact Center Omnichannel Microsoft Teams telephony Power Platform Azure Communication Services and Copilot AI capabilities.
• Represent JourneyTeam in industry conversations executive briefings conferences or community events when appropriate.

Mentorship & Practice Growth

• Mentor Senior and Midlevel Solution Architects Functional Consultants Developers and crosspractice contributors.
• Model leadership behaviors aligned with JourneyTeam values.
• Support capability building through training bestpractice documentation solution reviews and architectural oversight.
• Influence hiring onboarding and the development of top contact center AI and customer experience talent.

Qualifications

• Bachelors degree and/or15 years of consulting or relevant industry experience.
• 10 yearshandson experience with architecting and delivering modern contact centers.
• Proven architecting experience call flow design including IVR voice chat email messaging routingspeech recognition WFM QA VoIP computer telephony integrations (CTI).

• Proven hands-on experience on legacy contact center platforms and migrations including Avaya Cisco Genesys NICE Five9.

• Strong ability to translate business strategy into scalable architecture and measurable outcomes.
• Demonstrated excellence working with senior stakeholders and Csuite leaders.
• You embrace and live the JourneyTeam Values:
  • A Caring Mindset
  • Exceptional Performance
  • Being OneTeam
  • Making & Keeping Commitments
  • Taking Ownership
  • Effective Communication
  • A Growth Mindset

Preferred Qualifications

• Experience with enterprise integration frameworks (Azure Functions Service Bus API management middleware).
• Experience of implementing Microsoft Teams Integration and Azure Communication Services (voice video SMS chat) is preferred.
• Microsoft Ecosystem familiarity Dynamic Customer Service (including omnichannel) Dynamics Sales Copilot AI are preferred.
• Exposure to AI and automation design patterns prompt engineering or Copilot extensibility.
• Knowledge of data architecture security and compliance governance analytics tools or advanced reporting strategies.

Compensation

Base Salary Range:$145000 $185000 performancebased bonus program Eligibility and payout are tied to individual contributions team performance and overall company success.

This is the established pay range for the Principal Solution Architect role within theCXC Practiceat JourneyTeam. Actual compensation depends on demonstrated skills relevant experience and alignment to the roles general new employees can expect to start closer to the lower end of the range with opportunity for growth.

Benefits

JourneyTeam offers a wide range of excellent benefits including comprehensive healthcare and dental coverage as well as a 401(k) with an approximate 4% employer matchwith immediate vesting. We offer flexible time off with employees averaging 3.75 weeks per year and provide paid maternity and paternity leave.

Additional perks include a monthly phone stipend (or joining our corporate phone plan) and a monthly gym membership reimbursement of up to $200.

JourneyTeam is an Equal Opportunity Employer. This position is not open to C2C H1B sponsorships or thirdparty agencies.

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