Architect

Job Description

D365 Architect (Customer Support / Contact Center)

Job Summary –

We are seeking an experienced Dynamics 365 Architect with a strong specialization in the Customer Service / Contact Center module to design, implement, and optimize enterprise-scale customer engagement platforms. The ideal candidate will have deep expertise in Dynamics 365 Customer Service, Omnichannel, Power Platform, and Azure Communication Services, and will play a critical role in driving digital transformation for customer support operations.

Years of experience needed is 9 to 14 years

Technical Skills:

Key Responsibilities

• Solution Architecture & Design
  • Lead the architecture, design, and deployment of Dynamics 365 Customer Service / Omnichannel solutions.
  • Define end-to-end contact center architectures leveraging Dynamics 365, Power Platform, Azure Communication Services, and AI capabilities.
  • Integrate D365 CC with telephony, IVR, chatbots, CRM, ERP, and third-party applications.
• Technical Leadership
  • Provide architectural guidance to delivery teams across multiple customer support transformation programs.
  • Define technical roadmaps, best practices, and standards for scalable and resilient customer service platforms.
  • Conduct design reviews and ensure compliance with security, compliance, and enterprise standards.
• Implementation & Delivery
  • Drive end-to-end implementation lifecycle including requirements gathering, solution design, customization, integration, testing, and go-live.
  • Collaborate with business stakeholders, product owners, and customer experience leaders to translate requirements into technical solutions.
  • Ensure high availability, performance optimization, and SLA adherence for omnichannel platforms.
• Innovation & Optimization
  • Leverage AI/ML, Copilot, Power Virtual Agents, and automation to enhance agent productivity and customer experience.
  • Drive adoption of self-service, chatbots, and intelligent routing to optimize cost-to-serve.
  • Continuously assess new Microsoft Cloud innovations (Fabric, AI Builder, Cognitive Services) for contact center enhancement.
• Stakeholder Engagement
  • Act as a trusted advisor for business and IT leaders, presenting solution options and value-driven roadmaps.
  • Manage vendor/partner relationships for telephony, AI, and integration platforms.
  • Deliver executive-level reporting on solution design, KPIs, risks, and program progress.

Management Skills:

• Strong leadership and stakeholder management skills.
• Excellent communication and presentation ability (executive and technical audiences).
• Ability to balance innovation vs. cost/risk in enterprise solutions.
• Strong problem-solving, conflict resolution, and vendor negotiation skills.

Required Skills & Experience:

• 10+ years of experience in CRM/Contact Center solutions, with at least 5 years in Dynamics 365 Customer Service/Omnichannel.
• Proven track record of architecting and delivering large-scale customer service/contact center transformations.
• Strong hands-on knowledge of:
  • Microsoft Dynamics 365 Customer Service / Omnichannel
  • Power Platform (Power Apps, Power Automate, Power BI, Power Virtual Agents)
  • Azure Communication Services, Azure Cognitive Services
  • Cloud Contact Center integrations (Genesys, Cisco, Avaya, NICE, Five9, etc.)
• Deep understanding of case management, SLA/KPI tracking, routing rules, agent desktops, knowledge management.
• Experience with AI-powered customer service (chatbots, generative AI, predictive routing).
• Strong knowledge of security, compliance, and data governance (GDPR, PCI DSS, ISO standards).

Certifications Needed:

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
• Microsoft Certified: Power Platform Solution Architect Expert
• Microsoft Certified: Azure Solutions Architect Expert

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.