Microsoft D365 CE (CCaaS & Customer Service AI) Solution Architect

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