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For Companies At a Glance
- Tasks: Lead the design and implementation of innovative CCaaS solutions using Dynamics 365.
- Company: Join a forward-thinking company focused on enhancing customer engagement through cutting-edge technology.
- Benefits: Enjoy flexible working options, competitive salary, and opportunities for professional growth.
- Why this job: Be at the forefront of AI-driven customer service solutions and make a real impact.
- Qualifications: 6+ years in Dynamics 365 CE with strong experience in customer service and omnichannel solutions.
- Other info: Ideal for tech-savvy individuals passionate about transforming customer experiences.
The predicted salary is between 48000 - 72000 £ per year.
We are looking for a seasoned Solution Architect with deep expertise in Dynamics 365 Customer Engagement, specializing in Contact Centre as a Service (CCaaS) solutions. The ideal candidate will have a proven track record of architecting and delivering end-to-end service experiences that combine Customer Service Workspace, omnichannel routing, AI-driven agent assist, and telephony integration.
You will lead the architecture and technical design of complex CCaaS implementations for enterprise clients, ensuring scalable, intelligent, and seamless customer engagement across all service channels.
Key Responsibilities- Strategic Solution Architecture
- Own the end-to-end solution design for CCaaS implementations on Dynamics 365, covering customer service, omnichannel engagement, and AI capabilities.
- Lead the design of the Customer Service Workspace, configuring and extending for agent productivity and efficiency.
- Define architecture for channel integration including voice, chat, email, WhatsApp, social media, and custom channels.
- AI & Automation Enablement
- Architect solutions leveraging AI for Agent Assist, including real-time suggestions, knowledge surfacing, and context-aware automation.
- Define chatbot strategy using Power Virtual Agents, ensuring seamless integration with D365 and escalation flows to human agents.
- Design AI for Supervisors including real-time dashboards, conversation intelligence, and sentiment analytics.
- Guide implementation of Intelligent IVR leveraging Azure Communication Services or integrated CCaaS platforms.
- Platform Integration & Governance
- Oversee the integration of telephony systems (e.g., Genesys, NICE, Five9, Azure Communication Services) into Dynamics 365 via certified connectors or custom middleware.
- Define data strategy and architecture for interaction history, customer profile unification, and insights-driven routing.
- Ensure robust governance across environments, security roles, compliance, and performance management.
- Technical Leadership
- Collaborate with developers, functional consultants, and client architects to deliver scalable, supportable designs.
- Review and approve solution documentation including architecture blueprints, integration specs, and API definitions.
- Lead technical workshops and architecture governance boards with stakeholders and vendors.
- Contribute to pre-sales solutioning, technical scoping, and effort estimation as required.
- 6+ years of experience in Dynamics 365 CE, with at least 3 years in Customer Service and Omnichannel.
- Proven experience delivering Contact Centre solutions with voice, chat, social, and third-party telephony integrations.
- Strong command of Customer Service Workspace configuration and extensibility (e.g., session templates, macros, app profiles).
- Expertise in AI-powered features: agent assist, conversation intelligence, call transcription, sentiment scoring.
- Experience with Power Platform, including Power Automate, Power Apps, and Power Virtual Agents.
- Solid knowledge of Azure components such as Azure Communication Services, Bot Framework, Logic Apps, Cognitive Services.
- Understanding of DevOps practices, solution lifecycle, and CI/CD pipelines for D365 solutions.
- Excellent communication skills with the ability to engage business and technical stakeholders alike.
- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Expert (MB-230)
- Power Platform Solution Architect (PL-600)
- Experience integrating with CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, Amazon Connect, or Twilio.
- Exposure to Copilot for Service, Unified Routing, and Omnichannel Voice.
- Familiarity with regulatory and compliance requirements around data privacy and call recording (e.g., GDPR, PCI-DSS).
Solution Architect Dynamics 365 CE employer: HCLTech
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Solution Architect Dynamics 365 CE
✨Tip Number 1
Network with professionals in the Dynamics 365 and CCaaS space. Attend industry events, webinars, or local meetups to connect with others who work in similar roles. This can help you gain insights into the latest trends and potentially lead to referrals.
✨Tip Number 2
Showcase your expertise by contributing to online forums or communities related to Dynamics 365 CE and customer service solutions. Sharing your knowledge can help establish your credibility and make you more visible to potential employers.
✨Tip Number 3
Prepare for technical interviews by brushing up on your knowledge of AI-driven features and integration strategies within Dynamics 365. Be ready to discuss specific projects where you've implemented these technologies successfully.
✨Tip Number 4
Research StudySmarter's current projects and values. Tailor your conversations during interviews to align with our mission and demonstrate how your experience can contribute to our goals in delivering exceptional customer engagement solutions.
We think you need these skills to ace Solution Architect Dynamics 365 CE
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Dynamics 365 CE and CCaaS solutions. Focus on specific projects where you've led architecture and technical design, showcasing your expertise in customer service and omnichannel engagement.
Craft a Compelling Cover Letter: In your cover letter, emphasise your strategic solution architecture skills and your ability to integrate AI and automation into customer service solutions. Mention any relevant certifications and how they align with the job requirements.
Showcase Relevant Projects: Include examples of past projects that demonstrate your experience with telephony integration and AI-driven solutions. Be specific about your role and the impact of your contributions on the overall success of the project.
Highlight Communication Skills: Since excellent communication is key for this role, provide examples of how you've effectively engaged with both business and technical stakeholders in previous positions. This could include leading workshops or collaborating on complex projects.
How to prepare for a job interview at HCLTech
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with Dynamics 365 CE and CCaaS solutions in detail. Highlight specific projects where you led the architecture and design, focusing on the technologies you used and the challenges you overcame.
✨Demonstrate Your AI Knowledge
Since AI-driven solutions are a key part of this role, be ready to explain how you've implemented AI features like agent assist and chatbots in previous projects. Discuss the impact these solutions had on customer engagement and service efficiency.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about how you would approach common challenges in CCaaS implementations, such as integrating various communication channels or ensuring data compliance.
✨Engage with Stakeholders
Communication is crucial for this role. Be ready to demonstrate how you've collaborated with both technical and non-technical stakeholders in past projects. Share examples of how you facilitated discussions and ensured everyone was aligned on project goals.
