JourneyTeam · 9 hours ago
Principal Solution Architect (Contact Center)
Draper, UT
Full-time
Onsite
Senior Level, Lead/Staff
$145K/yr - $185K/yr
15+ years expJourneyTeam is seeking a Principal Solution Architect specializing in Dynamics 365 Contact Center, with expertise in Microsoft technologies and AI. This role focuses on delivering innovative contact center solutions while mentoring teams and advising executives on high-impact decisions.
SoftwareInformation Technology
No H1B
Responsibilities
Serve as the senior‑most architect across Dynamics 365 Contact Center, Customer Engagement (CE) and AI‑enabled customer experience initiatives, setting direction for complex or high‑visibility engagements
Design, architect, and implement end‑to‑end omnichannel customer engagement solutions, including voice, digital messaging, chat, and Microsoft Teams–integrated telephony, leveraging Dynamics 365 Contact Center, Omnichannel, Azure Communication Services (ACS), and Copilot, within the Microsoft ecosystem
Ensure solutions align with industry best practices, enterprise architecture principles, and JourneyTeam’s standards for long‑term sustainability, performance, and maintainability
Shape organizational architecture standards, governance models, innovations, and delivery frameworks for Contact Center, CRM and AI‑assisted solutions
Advise executive stakeholders on high‑impact decisions involving AI-infused Contact Center modernization and digital transformation
Oversee end‑to‑end solution design for complex customer experience implementations, including Omnichannel routing strategies, Azure ACS or Microsoft Teams voice enablement, telephony migrations, and enterprise integrations
Guide requirement discovery, solution shaping, integrations and data migrations, user story design, and cross‑team coordination
Provide escalation support for advanced architectural challenges or platform constraints and serve as a Contact Center Subject Matter Expert
Understands customer business needs and processes across Contact Center best practices and industry trends to architect and design CCaaS solutions
Maintain deep awareness of the Microsoft product roadmap across Dynamics 365 Contact Center, Omnichannel, Microsoft Teams telephony, Power Platform, Azure Communication Services, and Copilot AI capabilities
Represent JourneyTeam in industry conversations, executive briefings, conferences, or community events when appropriate
Mentor Senior and Mid‑level Solution Architects, Functional Consultants, Developers, and cross‑practice contributors
Model leadership behaviors aligned with JourneyTeam values
Support capability building through training, best‑practice documentation, solution reviews, and architectural oversight
Influence hiring, onboarding, and the development of top contact center, AI, and customer experience talent
Qualification
Required
Bachelor's degree and/or 15+ years of consulting or relevant industry experience
10+ years hands‑on experience with architecting and delivering modern contact centers
Proven architecting experience call flow design including IVR, voice, chat, email, messaging, routing, speech recognition, WFM, QA, VoIP, computer telephony integrations (CTI)
Proven hands-on experience on legacy contact center platforms and migrations including Avaya, Cisco, Genesys, NICE, Five9
Strong ability to translate business strategy into scalable architecture and measurable outcomes
Demonstrated excellence working with senior stakeholders and C‑suite leaders
You embrace and live the JourneyTeam Values: A Caring Mindset, Exceptional Performance, Being OneTeam, Making & Keeping Commitments, Taking Ownership, Effective Communication, A Growth Mindset
Preferred
Experience with enterprise integration frameworks (Azure Functions, Service Bus, API management, middleware)
Experience of implementing Microsoft Teams Integration and Azure Communication Services (voice, video, SMS, chat) is preferred
Microsoft Ecosystem familiarity, Dynamic Customer Service (including omnichannel), Dynamics Sales, Copilot AI are preferred
Exposure to AI and automation design patterns, prompt engineering, or Copilot extensibility
Knowledge of data architecture, security and compliance, governance, analytics tools, or advanced reporting strategies
Benefits
Comprehensive healthcare and dental coverage
401(k) with an approximate 4% employer match—with immediate vesting
Flexible time off
Paid maternity and paternity leave
Monthly phone stipend (or joining our corporate phone plan)
Monthly gym membership reimbursement of up to $200
Company
JourneyTeam
JourneyTeam is a technology provider with over 30 years' experience specializing in Microsoft business applications and technology
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
B
Brian Tenney
Chief Executive Officer
Recent News
2025-10-23
2025-10-23
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