Microsoft Dynamics 365 Contact Center Architect

About the job 

Our Solution Architects bring a mix of technical skills, industry insight, business acumen and leadership. They shape and define solution architectures for our clients which are used to lead the delivery, define project plans, manage the detailed design, inform technical risk analysis and support estimation. Our Contact Centre architects are specialists in Dynamics 365 Contact Center, with a strong understanding of an AI-first approach and the extensibility of AI agents via Copilot.

They work with a client from the earliest stages of a project (potentially in a presales capacity) through to delivery and ‘go live’. And they ensure solutions are secure, can scale and are fit for purpose, using their knowledge of the wider Microsoft technology stack.

We put a lot of time and effort into the Microsoft community; we invest in doing things right and have plenty to say on the subject. We are active on social media, conferences and at user groups where we are regularly carrying out talks or organising the groups.

You will join a community of over 150 people that deliver some of the biggest and most exciting IT programmes, all built on Microsoft technology across Power Platform and Dynamics 365. Join a team that is delivering projects with a positive social impact at the forefront of technology trends with a comprehensive delivery methodology and technical accelerators. You’ll be working with people ranging in experience, from early and emerging talent to specialists. With training and development support all the way through your career and clients across multiple industries (Retail, Utilities, Manufacturing, Transport and Health) you’ll never have a dull moment or find yourself short of challenges!

You can bring your whole self to work. At our company building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including:
identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)

Your role

• Oversee and shape user needs gathering to ensure technical fit, helping inform the wider architecture of the solution to meet client objectives and goals as well as user needs.
• Own the high level and low-level solution design of end-to-end Microsoft Dynamics 365 projects.
• Design solutions with focus on security, accessibility and performance to ensure safety and scalability.
• Design the integration architecture and interfaces required using the full capabilities of the Microsoft technology stack.
• Be a key person interacting with client stakeholders, building relationships and customer trust in the capabilities of Dynamics 365 and the Power Platform and demonstrate the art of the possible that inspires clients and colleagues to deliver the best technical solution possible.

Your skills and experience

• Experience delivering Dynamics 365 Contact Center solutions, with a background specialising in Dynamics 365 Customer Service.
• Energy and excitement about the technologies and capabilities provided by Dynamics 365 and the Power Platform. The out of the box capabilities and limitations. As well as a wider understanding of the Microsoft technology stack, including but not limited to Azure and SharePoint.
• Knowledge of software engineering best practices as well as Microsoft Dynamics CRM SDK, C#, Visual Studio and Team Foundation Server.
• Full implementation lifecycle experience of CRM based programmes within Microsoft Dynamics 365 and the Power Platform.
• Experience with Continuous Integration (CI) and Continuous Delivery (CD), ideally using Azure DevOps.
• A passion for delivering according to an agile methodology, planning projects and releases in sprints and writing Epics, Features and User Stories.
• You enjoy using your consulting skills:
  • You form strong and lasting relationships with clients and colleagues.
  • You have an ability to clearly articulate and present your ideas and solutions in line with the capabilities of Microsoft Dynamics 365 and the Power Platform.
  • Flexible attitude, critical thinking and the ability to engage with stakeholders at every level – from c-suite to end user.
  • You can successfully translate business and customer needs into a great digital customer experience.
• A desire to continually develop your knowledge of new functionality in the Microsoft technology stack, knowing what the future holds and how it can benefit our customers.
• Recent Microsoft certifications are advised.