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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 hands-on with innovative tech in a dynamic environment.
- Qualifications: Experience with Dynamics 365, strong technical judgement, and ability to guide teams.
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.
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 Slough 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 Slough
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups or webinars, and connect with KPMG employees on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Show off your skills in action! If you’ve got a portfolio or examples of your work, bring them along to interviews. Demonstrating your hands-on experience with Dynamics 365 can really set you apart.
✨Tip Number 3
Prepare for those tricky technical questions! Brush up on your knowledge of Dataverse, Power Platform, and Azure integration patterns. Being able to discuss these confidently will show you're the real deal.
✨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 the KPMG team.
We think you need these skills to ace Dynamics 365 Contact Center & Customer Service Technical Architect in Slough
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 related technologies. 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 include specific examples of your hands-on experience with Dynamics 365, Dataverse, and Azure. We love seeing how you've tackled complex issues in past projects!
Be Clear and Concise: When writing your application, clarity is key! Use straightforward language and structure your thoughts logically. We appreciate a well-organised application that gets straight to the point.
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 KPMG UK
✨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 challenges in previous roles.
✨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 the rationale behind your decisions. Bring along any relevant design artefacts that demonstrate your ability to create pragmatic and supportable solutions.
✨Demonstrate Your Leadership Style
As a Technical Architect, you'll need to guide development teams effectively. Share examples of how you've provided day-to-day technical direction in past projects. Highlight your experience in reviewing code and troubleshooting issues, showing that you can lead by example.
✨Engage with AI and Modern Capabilities
Familiarise yourself with AI-enabled features like Copilot for Service. Be ready to discuss how you've integrated AI into service journeys and the importance of designing these features responsibly. This will show your forward-thinking approach and understanding of modern capabilities.