Dynamics 365 Contact Centre Solution Architect

Inside IR35, £700 - £730 P/D

Fully remote

3-6 months

We are looking for a senior Dynamics 365 Contact Centre Solution Architect to lead the architecture, governance and strategic design of enterprise customer engagement and contact centre transformation programmes. The successful candidate will possess extensive experience across Dynamics 365, CCaaS platforms, CRM transformation, omnichannel engagement, AI enablement and enterprise architecture.

Key Responsibilities

• Own the end-to-end solution architecture for large-scale contact centre and customer service transformation programmes.
• Define target-state architectures across Dynamics 365 Customer Engagement, Customer Service, CCaaS and customer experience platforms.
• Design scalable omnichannel customer engagement solutions spanning voice, digital, messaging and self-service channels.
• Establish architecture standards, governance frameworks and design authority processes.
• Lead technology selection, solution assurance and architecture reviews across complex programmes.
• Define integration architectures connecting CRM, telephony, contact centre, AI and enterprise systems.
• Develop strategic transformation roadmaps, operating models and enterprise capabilities.
• Collaborate with senior stakeholders to align business objectives with technology strategy and delivery execution.
• Provide leadership across architecture teams, delivery partners and programme governance forums.

Technical Skills & Experience

• Dynamics 365 Customer Engagement
• Dynamics 365 Customer Service
• Contact Centre as a Service (CCaaS)
• Enterprise Architecture
• Solution Architecture
• Omnichannel Engagement Platforms
• Customer Experience Transformation
• AI and Automation Technologies
• CRM Strategy and Transformation
• Architecture Governance & Design Authority
• Contact Centre Platforms (Genesys, NICE, Five9, AWS Connect or equivalent)
• Microsoft Teams Telephony & Integration
• Enterprise Integration and Service Architecture
• Cloud Contact Centre Design
• Technical Assurance and Architecture Review Boards

You will be a senior architecture professional with extensive experience delivering enterprise contact centre and CRM transformation programmes. You will possess a deep understanding of customer engagement platforms, modern cloud contact centre technologies and Microsoft Business Applications, with the ability to define target-state architectures and guide large-scale transformation from strategy through delivery