The DYN Collective · 20 hours ago
Dynamics 365 CE Solution Architect - CCaaS
United States
Full-time
Remote
Senior Level
5+ years expThe DYN Collective is seeking a Dynamics 365 Customer Engagement Solution Architect with deep experience in CCaaS platforms integration. This role involves designing and architecting seamless customer service solutions across voice and digital channels using Microsoft Dynamics 365 and CCaaS solutions, acting as a strategic advisor to stakeholders.
Staffing & Recruiting
Responsibilities
Design end-to-end customer service and contact center architectures using Dynamics 365 CE and CCaaS platforms
Define CRM + CCaaS interaction models covering voice, chat, email, SMS, social, and digital messaging
Translate customer service, call center, and business requirements into scalable, cloud-first solutions
Act as a trusted advisor to business and technical stakeholders on contact center modernization
Architect integrations between Dynamics 365 CE and CCaaS platforms (e.g., CTI, IVR, routing, agent desktop)
Design call flows, screen pops, activity creation, interaction history, and customer context handoff
Support omnichannel routing, skills-based routing, and workforce engagement scenarios
Ensure high availability, performance, and security across integrated systems
Lead solution design across Dynamics 365 Customer Service, Omnichannel, and related CE workloads
Define case management, SLAs, queues, knowledge management, and automation strategies
Design agent experiences that unify CRM data with contact center interactions
Ensure solutions align with Microsoft best practices and roadmap
Architect integrations with Power Platform (Power Automate, Power Apps) for workflow and automation
Define reporting and analytics strategies across CRM and contact center data
Collaborate with Azure teams on APIs, event-driven integrations, and identity/security models
Lead discovery workshops, architecture sessions, and design reviews
Provide technical leadership to functional and technical delivery teams
Support pre-sales activities including solution visioning, demos, and estimates (as applicable)
Qualification
Required
5+ years of experience with Dynamics 365 CE, with a strong focus on Customer Service
Proven experience architecting or implementing CCaaS solutions integrated with CRM
Strong understanding of contact center concepts: IVR, call routing, CTI, agent desktop, omnichannel engagement
Experience integrating third-party platforms with Dynamics 365 using APIs and connectors
Ability to communicate complex architectures clearly to technical and non-technical audiences
Preferred
Experience with Dynamics 365 Omnichannel for Customer Service
Azure integration experience (Functions, Logic Apps, Event Hub)
Microsoft Dynamics 365 or Power Platform certifications
Background in large-scale customer service or call center transformations
Company
The DYN Collective
The DYN Collective is a specialized Microsoft recruitment agency driven by our passion for connecting top-tier talent with leading organizations across the Microsoft ecosystem from Microsoft Partners to End Users, and anywhere in between.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase