Dynamics 365 Customer Service & Contact Center Architect

Job Description:

Dynamics 365 CCaaS & Copilot Studio Architect

Location: New York, NY | Atlanta, GA | Chicago, IL

Employment Type: Full‑time

Work Authorization: Must be legally authorized to work in the United States without current or future employer sponsorship. Capgemini is unable to provide visa sponsorship for this position.

Role Overview

Capgemini is seeking a Dynamics 365 CCaaS & Copilot Studio Architect to lead the end‑to‑end architecture, design, and technical governance of enterprise‑scale contact center and customer experience (CX) solutions built on the Microsoft ecosystem.

This role is responsible for translating business and CX requirements into secure, scalable, and highly available CCaaS architectures, while providing hands‑on architectural leadership across solution design, integrations, AI enablement, and deployment.

Key Responsibilities

CCaaS & CX Architecture

• Own the end‑to‑end architecture for Dynamics 365‑based Contact Center (CCaaS) solutions
• Design holistic solutions covering interaction intake, routing, agent experience, orchestration, integrations, security, and operational tooling
• Define CCaaS architecture patterns, standards, and guardrails to ensure platform consistency and extensibility
• Translate business and CX requirements into architecture designs that are scalable, maintainable, and secure

Dynamics 365 Platform Design

• Architect solutions across Dynamics 365 Customer Service including:

• Case management, workflows, automation, SLAs, and knowledge management

• Design Omnichannel capabilities such as chat, messaging, email, and unified agent desktop workloads

• Architect voice and telephony integrations including routing, IVR, call handling, and recordings (where applicable)

• Design agent and supervisor experiences with queues, skills‑based routing, and performance visibility

• Ensure designs support operational KPIs such as service level, AHT, FCR, CSAT, and containment

Copilot Studio & AI Architecture

• Architect Copilot Studio‑based virtual agent and conversational AI solutions
• Design conversational flows, orchestration patterns, and AI‑assisted customer and agent interactions
• Define bot‑to‑agent handoff patterns with contextual awareness and escalation logic
• Establish AI integration patterns for self‑service, agent assist, knowledge surfacing, and automation
• Apply responsible AI, governance, and compliance principles

Integration Architecture

• Design end‑to‑end integrations between CCaaS platforms and enterprise systems using Azure‑based integration services
• Define interface contracts, canonical data models, and transformation logic
• Architect integrations across CRM, identity, telephony, workforce management, quality and recording systems, analytics platforms, and downstream systems of record
• Ensure integrations meet resiliency, performance, security, and scalability requirements

Data, Security & Non‑Functional Requirements

• Design CCaaS data architecture across Dataverse, interaction metadata, transcripts, cases, and operational metrics
• Define data governance, privacy, retention, and lineage controls, including PII protection
• Design security architecture using Microsoft Entra ID, role‑based access control, managed identities, Key Vault, and least‑privilege principles
• Define and validate non‑functional requirements including availability, scalability, performance, and disaster recovery

Environment, ALM & Delivery Governance

• Define environment strategies across development, test, UAT, pre‑production, and production
• Establish ALM and CI/CD patterns for Dynamics 365, Power Platform, Copilot Studio, and Azure components
• Produce and own architectural artifacts including HLDs, LLDs, integration designs, and solution standards
• Review implementations for architecture alignment and prevent design drift
• Provide hands‑on technical guidance to delivery teams and support cutover, go‑live, and stabilization

Required Qualifications

• 12+ years of experience in solution or technical architecture roles
• Deep hands‑on experience with contact center and customer service platforms
• Strong expertise in Dynamics 365 Customer Service and Omnichannel
• Proven experience architecting conversational AI and virtual agent solutions using Copilot Studio
• Strong Azure integration and security architecture background
• Experience designing enterprise‑scale, highly available solutions in regulated environments
• Excellent communication skills with the ability to influence technical and non‑technical stakeholders

Preferred Qualifications

• Large‑scale CCaaS modernization or transformation experience
• Power Platform architecture and governance experience
• Experience working in complex enterprise or financial services environments

For this role, the gross annual base salary range is $160,650 to 201,495 / yearly for a full-time position. This range covers base pay only; we will discuss any bonuses, incentives, and benefits during the hiring process. Your exact offer will depend on objective, job-related factors - like your experience, skills, and qualifications - in line with our fair pay principles. If a collective labour agreement applies to this role, we will share the relevant pay scale details with you. Note: We never ask about your current or past salary during our recruitment process.