Dynamics 365 Contact Centre Solution ArchitectInside IR35, 700 – 730 P/DFully remote3-6 monthsWe are looking for a senior Dynamics 365 Contact Centre Solution Architect to lead the architecture, governance and strategic design of enterprise customer engagement and contact centre transformation programmes. The successful candidate will possess extensive experience across Dynamics 365, CCaaS platforms, CRM transformation, omnichannel engagement, AI enablement and enterprise architecture.Key ResponsibilitiesOwn the end-to-end solution architecture for large-scale contact centre and customer service transformation programmes.Define target-state architectures across Dynamics 365 Customer Engagement, Customer Service, CCaaS and customer experience platforms.Design scalable omnichannel customer engagement solutions spanning voice, digital, messaging and self-service channels.Establish architecture standards, governance frameworks and design authority processes.Lead technology selection, solution assurance and architecture reviews across complex programmes.Define integration architectures connecting CRM, telephony, contact centre, AI and enterprise systems.Develop strategic transformation roadmaps, operating models and enterprise capabilities.Collaborate with senior stakeholders to align business objectives with technology strategy and delivery execution.Provide leadership across architecture teams, delivery partners and programme governance forums.Technical Skills & ExperienceDynamics 365 Customer EngagementDynamics 365 Customer ServiceContact Centre as a Service (CCaaS)Enterprise ArchitectureSolution ArchitectureOmnichannel Engagement PlatformsCustomer Experience TransformationAI and Automation TechnologiesCRM Strategy and TransformationArchitecture Governance & Design AuthorityContact Centre Platforms (Genesys, NICE, Five9, AWS Connect or equivalent)Microsoft Teams Telephony & IntegrationEnterprise Integration and Service ArchitectureCloud Contact Centre DesignTechnical Assurance and Architecture Review BoardsYou will be a senior architecture professional with extensive experience delivering enterprise contact centre and CRM transformation programmes. You will possess a deep understanding of customer engagement platforms, modern cloud contact centre technologies and Microsoft Business Applications, with the ability to define target-state architectures and guide large-scale transformation from strategy through delivery
Dynamics 365 Contact Centre Solution Architect in London employer: TXP Talent
As a Scala Developer with us, you'll be part of a dynamic team driving one of the UK's most significant digital identity initiatives, making a real difference in public service. We offer a remote-first work culture that promotes flexibility and collaboration, alongside opportunities for professional growth within a supportive Agile environment. Join us to enjoy competitive rates, meaningful work, and the chance to contribute to services used by millions across the nation.
