Digital Contact Center Transformation Architect

Digital Contact Center Transformation Architect - (Onsite Atlanta GA)

Contract or Full Time

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 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

Why youll love it here:

Culture:At Navixus/Tech Mahindra we are a culture of driving positive change celebrating each moment and empowering all to Rise drives us to dream do and become more.

The pay range for this role is $160000 to $200000 per annum. Tech Mahindra also offers benefits like medical vision dental life disability insurance and paid time off (including holidays parental leave and sick leave as required by law). The exact offer terms will depend on the skill level educational qualifications experience and location of the candidate.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race religion color sex age national origin or disability. All applicants will be evaluated solely on the basis of their ability competence and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at

Required Experience:

Senior IC