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- Tasks: Lead the design and implementation of modern contact centre solutions using Dynamics 365.
- Company: Join KPMG UK, a leader in Microsoft transformation and customer operations.
- Benefits: Competitive salary, professional development, and access to cutting-edge technology.
- Other info: Be part of a vibrant technical community with excellent growth opportunities.
- Why this job: Shape customer experiences and work with innovative tech in a collaborative environment.
- Qualifications: Hands-on experience with Dynamics 365, Dataverse, and strong engineering skills required.
The predicted salary is between 70000 - 90000 £ 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. 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. 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.
Key Responsibilities:
- 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.
- Make informed architectural trade‑offs and clearly articulate options, risks and constraints.
- 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.
- 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.
- Shape data migration and coexistence approaches, including mapping, validation and cutover strategies.
- Promote modern engineering practices including Azure DevOps, Git‑based source control, automated build and deployment, and environment governance.
- 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.
- Champion technical quality, security, performance and resilience.
- Identify technical risks early and work with delivery leadership to mitigate them.
- 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.
Qualifications:
- 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.
- Relevant Microsoft certifications or a clear commitment to achieving them.
- Awareness of new Dynamics 365 releases and contact centre roadmap.
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: This is a hands‑on role where good engineering and delivery quality are valued.
- 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.
Dynamics 365 Contact Center & Customer Service Technical Architect in City of London employer: KPMG UK
Contact Detail:
KPMG UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dynamics 365 Contact Center & Customer Service Technical Architect in City of London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those already at KPMG or working with Dynamics 365. A friendly chat can open doors and give you insider info on what they're really looking for.
✨Tip Number 2
Show off your skills! If you've got experience with Dynamics 365, Dataverse, or Azure, make sure to highlight that in conversations. Share specific examples of how you've tackled challenges in past projects.
✨Tip Number 3
Prepare for technical discussions! Brush up on your knowledge of voice and digital channels, omnichannel routing, and AI capabilities. Being able to discuss these topics confidently will set you apart from the crowd.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the KPMG team and ready to dive into the exciting world of modern contact centres.
We think you need these skills to ace Dynamics 365 Contact Center & Customer Service Technical Architect in City of London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the specific skills and experiences that align with the Dynamics 365 Contact Center and Customer Service role. Highlight your hands-on experience and any relevant Microsoft certifications to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about modernising customer operations. Share examples of how you've shaped technical solutions in the past, especially in relation to voice and digital channels.
Showcase Your Technical Skills: Don’t hold back on detailing your technical expertise! Mention your experience with Dataverse, Power Platform, and Azure integrations. We love seeing candidates who can clearly articulate their technical knowledge and problem-solving abilities.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting 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 UK
✨Know Your Dynamics 365 Inside Out
Make sure you brush up on your knowledge of Dynamics 365 Contact Center and Customer Service. Be ready to discuss specific features, functionalities, and how they can be applied in real-world scenarios. This will show that you're not just familiar with the platform but also understand its practical applications.
✨Showcase Your Technical Skills
Prepare to demonstrate your hands-on experience with C#, .NET, REST APIs, and Azure integrations. Bring examples of past projects where you've successfully implemented these technologies. This will help you stand out as a candidate who can hit the ground running.
✨Understand the Business Impact
Be ready to articulate how your technical decisions can impact customer experiences and operational efficiency. Discuss how you've previously shaped solutions that improved service delivery or agent experiences, as this aligns perfectly with what KPMG is looking for.
✨Prepare for Architectural Discussions
Expect to engage in conversations about architectural trade-offs and design decisions. Brush up on your ability to clearly communicate options, risks, and constraints. This will demonstrate your strategic thinking and ability to guide development teams effectively.