Job Title
D365 Omnichannel / D365 CCasS Solution Architect
Job Description
We are seeking an experienced Solution Architect/Consultant to lead and manage enterprise contact center and telecom infrastructure across global operations. The ideal candidate will have strong hands‑on experience with modern CCaaS platforms, SIP technologies, and enterprise telephony systems, along with proven leadership skills to manage teams and drive transformation initiatives.
Job Summary
We are seeking an experienced Senior Manager/Sr. Professional I, Global Telecom to lead and manage enterprise contact center and telecom infrastructure across global operations. The ideal candidate will have strong hands‑on experience with modern CCaaS platforms, SIP technologies, and enterprise telephony systems, along with proven leadership skills to manage teams and drive transformation initiatives.
Key Responsibilities
* Manage and support CCaaS platforms including Microsoft Dynamics 365 Contact Center, Microsoft Copilot Studio, Microsoft Power Automate, and NICE CXone.
* Lead the design, deployment, and optimization of cloud‑based contact center solutions.
* Manage enterprise telephony environments including Avaya Aura components such as Avaya ACD, Session Manager, System Manager, Voicemail, and CMS.
* Oversee day‑to‑day telecom and contact center operations ensuring high system availability and performance.
* Lead telecom and CCaaS transformation projects including migrations, upgrades, and platform consolidation.
Qualifications
* Hands‑on expertise with CCaaS platforms (Microsoft D365 Contact Center, NICE CXone).
* Strong knowledge of Avaya telephony systems and ACD environments.
* Deep understanding of SIP protocols and voice security.
* Experience leading global telecom teams and managing enterprise platforms.
* Solid understanding of ITIL framework and service management processes.
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