MS Dynamics 365 Contact Center (Call Center) Solution Architect
Job Location:
Atlanta, GA - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Digital Contact Center Transformation Architect
We are looking for a senior hands-on Digital Contact Center Transformation Architect to own the technical direction and outcomes of a modern digital contact center platform (the new MS Dynamics 365 Contact Center). This role is focused on driving measurable performance across digital channels (chat messaging email) leveraging AI Copilot and automation and serving as a trusted onsite advisor to business and technology stakeholders.
This is not more than a pure Dynamics architect role. While Microsoft Dynamics 365 and the Power Platform are key enablers success in this role is defined by helping drive business outcomes such as digital containment customer experience operational efficiency and platform strategy.
What Youll Do
- Own Digital Contact Center Outcomes end to end (chat messaging and email)
- Lead AI Copilot and Automation Strategy
- Architect and Evolve the Digital Contact Center Platform
- Serve as a Trusted Onsite Advisor to Clients
- Integration & Enterprise Enablement
Qualifications for Success:
- 5 years designing or leading digital contact center solutions
- Direct ownership of MS Dynamics 365 chat messaging and email channel platform
- Proven delivery against AHT containment/deflection CSAT and cost per interaction
- Hands-on experience implementing conversational AI Copilot or virtual agents
- Experience with digital deflection strategies (self-service bots automation)
- Microsoft ecosystem experience including: Dynamics 365 Customer Service / Omnichannel and Power Platform (Power Automate Power Apps Power BI)
- Copilot Studio experience preferred
- Ability to work onsite in Atlanta 5 days a week
Regards
Dipesh Sahu
Senior Account Manager
Fusion Plus Solutions Inc
(MBE Certified )
3 Ethel RdSuite # 303Edison NJ 08817
Desk: 1
