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- Tasks: Lead the design and implementation of modern contact centre solutions using Dynamics 365.
- Company: Join KPMG UK, a top Microsoft transformation team with a collaborative culture.
- Benefits: Competitive salary, professional development, and access to cutting-edge technology.
- Other info: Be part of a supportive community that values clarity and pragmatic solutions.
- Why this job: Shape customer experiences and work closely with innovative tech in a hands-on role.
- Qualifications: Experience with Dynamics 365, strong engineering skills, and a passion for tech.
The predicted salary is between 70000 - 90000 ÂŁ per year.
Help Shape Modern Contact Centre Experiences with KPMG UK. KPMG's Microsoft Business Solutions practice is one of the most experienced and fastest‑growing Microsoft transformation teams in the UK. We work with organisations to modernise customer operations using Dynamics 365 Contact Center, Dynamics 365 Customer Service, Power Platform, Azure, and Copilot‑first AI capabilities. Our work spans modern contact centres, omnichannel service, intelligent agent and supervisor experiences, and integration with complex enterprise landscapes. We value clarity, pragmatism and strong engineering discipline, and we focus on delivering solutions that genuinely work in production.
The Role: As a Technical Architect specialising in Dynamics 365 Contact Center and Customer Service, you will play a hands‑on delivery leadership role, shaping and implementing the technical foundations of modern CCaaS and service solutions. You will translate business and functional requirements into clear, scalable and supportable technical designs, with particular focus on voice and digital channels, unified routing, Dataverse, integrations, and AI‑enabled service experiences. This is a delivery‑first role. You will stay close to the technology, guide development teams day‑to‑day, resolve complex technical issues, and ensure solutions are built in line with Microsoft best practice and KPMG engineering standards. You will also contribute technical insight during early shaping, proposals and solution options discussions.
Key Responsibilities:
- Technical Architecture & Design: Define end‑to‑end technical designs for Dynamics 365 Contact Center and Customer Service, including voice, digital channels, omnichannel routing, Dataverse, Power Platform and Azure/Teams telephony components. Own low‑level and high‑level technical design artefacts, ensuring designs are pragmatic, secure, performant and supportable. Make informed architectural trade‑offs and clearly articulate options, risks and constraints.
- Contact Center & CCaaS Delivery: Shape and support the implementation of voice, chat, email, messaging and social channels, including routing rules, queues, agent experiences and supervisor capabilities. Guide technical decisions around telephony, Azure Communication Services, integrations with third‑party CRM platforms, and migration from legacy contact centre solutions. Support configuration and extension of agent and supervisor experiences, including performance, resilience and scalability considerations.
- Technical Leadership: Provide day‑to‑day technical direction to developers across onshore, nearshore and offshore teams. Review code, troubleshoot complex issues and ensure implementation aligns to the agreed architecture. Stay actively involved through build, test, release and early‑life support.
- Integration, Data & Environment Strategy: Design and govern integrations using APIs, Azure Integration Services, Logic Apps, Azure Functions and event‑driven patterns. Shape data migration and coexistence approaches, including mapping, validation and cutover strategies. Support environment strategy, ALM and release management across multiple Dynamics and Power Platform environments.
- Engineering & DevOps: Promote modern engineering practices including Azure DevOps, Git‑based source control, automated build and deployment, and environment governance. Encourage maintainable design, sensible customisation, and a strong focus on non‑functional requirements.
- AI & Modern Capability: Support the use of Copilot for Service, Copilot Studio and conversational AI, helping teams and clients understand where AI adds genuine value in service journeys. Ensure AI‑enabled features are designed responsibly, securely and with operational readiness in mind.
- Assurance & Quality: Champion technical quality, security, performance and resilience. Identify technical risks early and work with delivery leadership to mitigate them. Ensure technical documentation is clear, current and genuinely useful.
- Presales & Early Shaping: Contribute technical insight to proposals, solution options, estimates and demos related to Dynamics 365 Contact Center and Customer Service. Support early architecture conversations and help shape credible delivery approaches.
What You’ll Bring:
Essential: Strong hands‑on experience delivering Dynamics 365 Customer Service and/or Contact Center solutions in a technical role. Experience with Dataverse, Power Platform (Power Automate, Power Apps) and extending Dynamics using plugins and JavaScript. Solid engineering background with C#, .NET, REST APIs and Azure‑based integration patterns. Experience designing and supporting integrations, data migration and environment strategies. Comfortable reviewing code, supporting quality, and troubleshooting complex delivery issues. Experience working with DevOps, Git, automated deployment and ALM. Ability to translate complex requirements into clear, maintainable technical designs. Confident engaging with clients and working as part of a multi‑disciplinary delivery team. Relevant Microsoft certifications or a clear commitment to achieving them.
Desirable: Familiarity with Azure Communication Services and Teams telephony integration patterns. Experience with Power Platform Component Framework (PCF). Awareness of new Dynamics 365 releases and contact centre roadmap. Additional certifications across Power Platform, Azure or service management.
Why Join KPMG’s Microsoft Business Solutions Team? Work on modern contact centre programmes: Design and deliver solutions that genuinely improve customer and agent experiences. Be part of a strong technical community: Work alongside architects and engineers who share patterns, challenge thinking and support each other. Stay close to the technology: This is a hands‑on role where good engineering and delivery quality are valued. Develop technical leadership: Grow your impact through coaching, design ownership and technical assurance. Strong Microsoft partnership: Early access to new capability and close collaboration with Microsoft product teams. A culture that values clarity and pragmatism: We favour straightforward conversations, thoughtful design and sustainable solutions.
If this sounds like the kind of role you want to do, we’d genuinely love to speak with you.
Dynamics 365 Contact Center & Customer Service Technical Architect employer: KPMG International Cooperative
Contact Detail:
KPMG International Cooperative Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dynamics 365 Contact Center & Customer Service Technical Architect
✨Tip Number 1
Network like a pro! Get out there and connect with folks in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works at KPMG. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! If you’ve got a portfolio or examples of your work with Dynamics 365, bring them along to interviews. Demonstrating your hands-on experience can really set you apart from the crowd and show that you’re ready to hit the ground running.
✨Tip Number 3
Prepare for technical questions! Brush up on your knowledge of Dataverse, Power Platform, and Azure integration patterns. Be ready to discuss how you’ve tackled complex issues in the past, as this will showcase your problem-solving skills and technical expertise.
✨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, it shows you’re genuinely interested in joining KPMG’s Microsoft Business Solutions team.
We think you need these skills to ace Dynamics 365 Contact Center & Customer Service Technical 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 and customer service solutions. We want to see how your skills align with the role, so don’t hold back on showcasing relevant projects!
Showcase Your Technical Skills: Since this role is all about technical architecture, be sure to emphasise your hands-on experience with C#, .NET, and Azure integrations. We love seeing specific examples of how you've tackled complex issues in past projects.
Be Clear and Concise: When writing your application, clarity is key! Use straightforward language to explain your experiences and avoid jargon unless it’s necessary. We appreciate a well-structured application that gets straight to the point.
Apply Through Our Website: We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at KPMG International Cooperative
✨Know Your Dynamics 365 Inside Out
Make sure you brush up on your knowledge of Dynamics 365 Customer Service and Contact Center solutions. Be ready to discuss your hands-on experience, particularly with Dataverse and Power Platform. Prepare examples of how you've tackled complex technical issues in the past.
✨Showcase Your Technical Design Skills
Be prepared to explain your approach to defining end-to-end technical designs. Think about how you would articulate architectural trade-offs and risks. Bring along any relevant design artefacts you've created to demonstrate your ability to create pragmatic and supportable solutions.
✨Engage with Real-World Scenarios
During the interview, expect to discuss real-world scenarios related to voice and digital channels. Prepare to share your insights on omnichannel routing and how you've shaped agent experiences in previous roles. This will show your practical understanding of the role's responsibilities.
✨Demonstrate Your Leadership and Collaboration Skills
As a Technical Architect, you'll need to guide development teams. Be ready to talk about your experience in providing day-to-day technical direction and how you've collaborated with multi-disciplinary teams. Highlight any instances where you've successfully resolved conflicts or technical challenges.