Job Title: Solution Architect - Dynamics 365 CE (CCaaS & Customer Service AI) Location: Luton (Hybrid)| Type: Contract | Competitive Day Rate We're seeking a seasoned Solution Architect with deep expertise in Dynamics 365 Customer Engagement and Contact Centre as a Service (CCaaS). You'll lead the architecture of intelligent customer service solutions, integrating omnichannel capabilities, AI-driven agent assist, and telephony platforms like Genesys or Five9. You'll design scalable, end-to-end service experiences using Customer Service Workspace, Power Platform, and Azure services including Communication Services and Cognitive Services. Key Skills: * 6 years in Dynamics 365 CE (3 in Customer Service/Omnichannel) * Proven CCaaS and telephony integration experience * AI & automation expertise (Agent Assist, Virtual Agents, Sentiment Analytics) * Strong communication and stakeholder engagement Certifications like MB-230 or PL-600 are a plus. Apply now to shape the future of customer engagement at enterprise scale.