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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: Be at the forefront of customer service innovation and make a real impact.
- Qualifications: 6+ years in Dynamics 365 CE and experience with CCaaS solutions required.
- Other info: Dynamic team environment with excellent career advancement opportunities.
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 on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews! Research the company and the role thoroughly. We want you to be able to showcase your knowledge about Dynamics 365 and CCaaS solutions confidently during the chat.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. We suggest focusing on common questions related to solution architecture and customer engagement to really nail it.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Microsoft D365 CE (CCaaS & Customer Service AI) Solution Architect
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with Dynamics 365 CE and CCaaS solutions. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant projects!
Showcase Your Technical Skills: Since this role requires deep expertise in various technologies, be sure to mention your experience with AI-driven features, telephony integrations, and any relevant certifications. We love seeing candidates who can demonstrate their technical prowess!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points for key achievements and avoid jargon unless it’s necessary. We appreciate clarity and want to quickly understand what you bring to the table.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
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 how you've implemented these solutions in the past and how they can enhance customer service experiences.
✨Showcase Your AI Expertise
Since AI is a big part of this role, prepare examples of how you've used AI-driven solutions like agent assist or conversation intelligence in previous projects. Highlight any specific results or improvements that came from these implementations.
✨Prepare for Technical Questions
Expect to dive deep into technical discussions about system design, data integration, and telephony systems. Brush up on your knowledge of Azure Communication Services and be ready to explain how you would approach integrating various channels.
✨Engage with Stakeholders
This role involves collaboration with various teams, so practice how you would communicate complex ideas to both technical and non-technical stakeholders. Think of examples where you've successfully led workshops or resolved conflicts in project designs.
