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- Tasks: Design and implement innovative CCaaS solutions using Dynamics 365 and AI technologies.
- Company: Join HCLTech, a leader in Microsoft Business Applications with a collaborative culture.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Why this job: Make a real impact by shaping customer service experiences with cutting-edge technology.
- Qualifications: 6+ years in Dynamics 365 CE and experience with CCaaS solutions required.
- Other info: Be part of an award-winning team driving innovation in customer engagement.
The predicted salary is between 36000 - 60000 £ per year.
HCLTech’s Microsoft Business Applications Practice (MBAP) is seeking a D365 CE (CCaaS & Customer Service AI) Solution Architect to join our award-winning and growing team. This individual will collaborate with business analysts and other team members to determine the best design approach regarding the overall solution including system design, data integration and migration.
The D365 CE (CCaaS & Customer Service AI) Solution Architect carries the ultimate responsibility for meeting the customer requirements and completing the project.
Role Summary
We are looking for a 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 Copilot Service Workspace, omnichannel routing including channels: email, chat and voice, 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 with handoff to live agents from Copilot Studio bots
- , and AI capabilities.
- Lead the design of the Copilot 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.
- Collaborate with HCLTech Architects to define the chatbot strategy using Copilot Studio.
- 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.
- Working with the Data Architect to 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.
- Able to help resolve design conflicts or business process decisions across streams.
- Provide support to lead coordination of the various teams/workstreams to ensure team is not working in silos.
Required Skills and Experience
- 6+ years of experience in Dynamics 365 CE, and are up to date with Copilot Service and Omnichannel and have had recent experience here.
- Proven experience delivering Contact Centre solutions with voice, chat, social, and third-party telephony integrations.
- Strong command of Copilot 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.
Desirable Qualifications
- 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).
HCL Tech is an Equal Opportunity Employer. Applicants receive consideration for employment regardless of their race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, or status with regard to public assistance
Microsoft D365 CE (CCaaS & Customer Service AI) Solution Architect employer: HCLTech
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Microsoft D365 CE (CCaaS & Customer Service AI) Solution Architect
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with professionals on platforms like LinkedIn. We can’t stress enough how important it is to make those personal connections that could lead to job opportunities.
✨Tip Number 2
Showcase your expertise! Create a portfolio or case studies that highlight your experience with Dynamics 365 and CCaaS solutions. We want to see your skills in action, so don’t hold back on sharing your successes and projects.
✨Tip Number 3
Prepare for interviews by practising common questions related to solution architecture and customer engagement. We recommend doing mock interviews with friends or using online resources to get comfortable discussing your experience and technical knowledge.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. So, don’t hesitate – hit that apply button and show us what you’ve got!
We think you need these skills to ace Microsoft D365 CE (CCaaS & Customer Service AI) Solution Architect
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the D365 CE Solution Architect role. Highlight your experience with Dynamics 365, CCaaS solutions, and any relevant AI capabilities. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific projects or experiences that relate to the responsibilities outlined in the job description. Let us know why you’re excited about joining our team!
Showcase Your Technical Skills: Don’t forget to highlight your technical expertise! Include details about your experience with Copilot Service Workspace, telephony integrations, and AI-driven solutions. We love seeing candidates who can demonstrate their knowledge in these areas.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at HCLTech
✨Know Your Dynamics 365 Inside Out
Make sure you brush up on your knowledge of Dynamics 365 Customer Engagement, especially the CCaaS features. Be ready to discuss your past experiences with implementing these solutions and how you've tackled challenges in system design and data integration.
✨Showcase Your AI Expertise
Since the role involves AI-driven solutions, prepare to talk about your experience with AI capabilities like agent assist and conversation intelligence. Have specific examples ready that demonstrate how you've leveraged AI to enhance customer service experiences.
✨Prepare for Technical Questions
Expect technical questions around architecture design and integration strategies. Brush up on your knowledge of telephony systems and how they integrate with Dynamics 365. Being able to explain your thought process in designing scalable solutions will impress the interviewers.
✨Engage with Real-World Scenarios
Be prepared to discuss real-world scenarios where you've led complex CCaaS implementations. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your leadership and problem-solving skills in a collaborative environment.
