Avanade · 2 weeks ago
Dynamics 365 Contact Centre Architect
Irving, TX
Full-time
Onsite
Senior Level
$152K/yr - $176K/yr
7+ years expAvanade is seeking a Dynamics 365 Contact Centre Architect to join their team focused on delivering AI-powered contact center solutions. This strategic technical leadership role involves architecting and integrating scalable, omnichannel contact center solutions to enhance customer experiences.
Business IntelligenceConsultingEnterprise SoftwareInformation TechnologyManagement ConsultingProfessional Services
Responsibilities
Understand client CX needs and industry trends to design forward-thinking CCaaS solutions
Collaborate with pre-sales and account teams to shape solutions, estimate effort, and support proposal development
Define and implement workflows that cover voice, digital messaging, bots, knowledge, and agent assist capabilities within the Microsoft ecosystem
Architect modern contact center solutions using Microsoft Contact Center Platform, Dynamics 365 Customer Service, D365 Copilot, Azure Communication Services, Copilot Studio, Power Platform and Teams Voice
Lead technical implementation across pre-sales, solution planning and delivery
Define repeatable reference architectures, deployment models, and reusable accelerators
Stay current on Microsoft’s CCaaS roadmap, product enhancements, and ecosystem partnerships
Qualification
Required
7+ years of experience in enterprise technology consulting or architecture roles
Minimum 2–3 years delivering modern contact center solutions
Minimum 5 years of hands-on experience with Microsoft D365 Customer Engagement (CE)
Proven pre-sales and solution delivery experience
Strong understanding of Microsoft's CCaaS strategy and product roadmap
Excellent communication skills with both technical and business stakeholders
Microsoft Dynamics 365 Contact Center
IVR and call flow design, including routing, speech recognition tuning, escalation, and fallback logic
SIP, VoIP, CTI and telephony integration (knowledge of SBCs and PSTN optional)
Preferred
Microsoft Ecosystem
Microsoft Dynamics 365 Customer Service (including Omnichannel for Customer Service)
Power Platform Microsoft Copilot Studio for conversational AI (design and implementation) and agent assist
Microsoft Teams integration for agent collaboration
Azure Communication Services (voice, video, SMS, chat)
Solution Architecture & Integration
API design and integration using REST, Logic Apps, and Azure Functions
Data modeling and analytics (Dataverse, SQL, Cosmos DB)
Compliance, security, and identity management (Azure AD, RBAC, GDPR, HIPAA)
AI & Automation
Azure Bot Framework and Cognitive Services (NLP, translation, sentiment)
Real-time dashboarding and reporting with Power BI
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Microsoft Certified: Azure Solutions Architect Expert
Microsoft Certified: Power Platform Solution Architect Expert
Certifications from CCaaS vendors such as NICE, Nuance, Genesys, or Five9 (optional but valuable)
Benefits
Medical
Dental
Vision
Life
Long-term disability coverage
401(k) plan
Bonus opportunities
Paid holidays
Paid time off
Company
Avanade
Avanade provides innovative digital and cloud services, business solutions and design-led experiences on the Microsoft ecosystem. It is a sub-organization of Microsoft.
10001+ employees
H1B Sponsorship
Avanade has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (60)
2024 (53)
2023 (52)
2022 (74)
2021 (51)
2020 (29)
Funding
Current Stage
Late StageLeadership Team
Chris Howarth
Chief Executive Officer
Ken Guthrie
Chief Financial Officer
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