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Avanade · 2 hours ago

Dynamics 365 Contact Centre Architect

Irving, TX

Full-time

Onsite

Senior Level

$152K/yr - $176K/yr

7+ years exp

Avanade 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 contact center solutions, collaborating with various teams to define and execute intelligent solutions using Microsoft technologies.

Business IntelligenceConsultingEnterprise SoftwareInformation TechnologyManagement ConsultingProfessional Services

Growth Opportunities

H1B Sponsor Likely

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

Microsoft Dynamics 365 Contact CenterIVRCall flow designSIPVoIPCTI integrationMicrosoft Dynamics 365 Customer ServiceAzure Communication ServicesPower PlatformSolution Architecture & IntegrationData modelingAI & AutomationReal-time dashboardingComplianceSecurity managementCommunication skills

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 tunning, 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)

Company

Avanade

Glassdoor4.0

Avanade provides innovative digital and cloud services, business solutions and design-led experiences on the Microsoft ecosystem. It is a sub-organization of Microsoft.

Founded in 2000

Seattle, Washington, USA

10001+ employees

http://www.avanade.com

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)