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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 engineering excellence.
- Why this job: Shape customer experiences and work hands-on with innovative tech in a dynamic environment.
- Qualifications: Experience with Dynamics 365, strong technical judgement, and team collaboration skills.
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.
- Hands‑on 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
We do not expect every candidate to cover every area. What matters most is strong technical judgement, hands‑on Dynamics 365 experience, and the ability to guide teams calmly and clearly.
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 in 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 London
✨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’s already in the role you want. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio or a GitHub repository showcasing your projects related to Dynamics 365. This gives potential employers a taste of what you can do and sets you apart from the crowd.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios specific to Dynamics 365. Think about how you’d tackle real-world problems they might throw at you. Confidence is key, so the more you prepare, the better you'll feel!
✨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 Dynamics 365 Contact Center & Customer Service Technical Architect in London
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 your relevant projects!
Showcase Your Technical Skills: Since this role is all about technical architecture, be sure to emphasise your hands-on experience with tools like Dataverse, Power Platform, and Azure. 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 and avoid jargon where possible. We appreciate a well-structured application that gets straight to the point without unnecessary fluff.
Apply Through Our Website: We encourage you to submit your application through our website for the best chance of being noticed. It’s super easy, and it helps us keep track of all applications in one place. Plus, we can’t wait to hear from you!
How to prepare for a job interview at KPMG UK
✨Know Your Dynamics 365 Inside Out
Make sure you brush up on your Dynamics 365 Customer Service and Contact Center knowledge. Be ready to discuss specific features, integrations, and how you've applied them in past projects. This will show that you're not just familiar with the platform but can also leverage it effectively.
✨Prepare for Technical Scenarios
Expect to tackle technical scenarios during the interview. Think about challenges you've faced in previous roles, especially around integrations, data migration, and environment strategies. Be prepared to explain your thought process and the decisions you made to overcome those challenges.
✨Showcase Your Leadership Skills
As a Technical Architect, you'll need to guide teams effectively. Prepare examples of how you've led development teams, resolved complex issues, and ensured adherence to best practices. Highlight your ability to communicate clearly and keep everyone aligned on project goals.
✨Engage with AI and Modern Capabilities
Since the role involves AI-enabled service experiences, be ready to discuss how you've integrated AI into customer service solutions. Share insights on using tools like Copilot and how they can enhance service journeys. This will demonstrate your forward-thinking approach and understanding of modern capabilities.