Job Overview
HCLTech's Microsoft Business Applications Practice (MBAP) is seeking a D365 CE (CCaaS & Customer Service AI) Solution Architect to join our award‑winning and growing team. This role collaborates with business analysts and other team members to design the overall solution, including system design, data integration and migration. The architect is ultimately responsible for meeting customer requirements and completing the project. The ideal candidate has a proven track record of delivering end‑to‑end service experiences with Copilot Service Workspace, omnichannel routing (email, chat, voice), AI‑driven agent assist, and telephony integration.
Responsibilities
* Own the end‑to‑end solution design for CCaaS implementations on Dynamics 365, covering customer service, omnichannel engagement with handoff to live agents from Copilot Studio bots, and AI capabilities.
* Lead the design of the Copilot Service Workspace, configuring and extending it for agent productivity and efficiency.
* Define the architecture for channel integration, including voice, chat, email, WhatsApp, social media, and custom channels.
* Architect solutions leveraging AI for Agent Assist, including real‑time suggestions, knowledge surfacing, and context‑aware automation.
* Collaborate with HCLTech Architects to define the chatbot strategy using Copilot Studio.
* Design AI for supervisors, including real‑time dashboards, conversation intelligence, and sentiment analytics.
* Guide the implementation of Intelligent IVR leveraging Azure Communication Services or integrated CCaaS platforms.
* Oversee the integration of telephony systems (e.g., Genesys, NICE, Five9, Azure Communication Services) into Dynamics 365 via certified connectors or custom middleware.
* Work with the Data Architect to define the data strategy and architecture for interaction history, customer profile unification, and insights‑driven routing.
* Ensure robust governance across environments, security roles, compliance, and performance management.
* Collaborate with developers, functional consultants, and client architects to deliver scalable, supportable designs.
* Review and approve solution documentation including architecture blueprints, integration specs, and API definitions.
* Lead technical workshops and architecture governance boards with stakeholders and vendors.
* Contribute to pre‑sales solutioning, technical scoping, and effort estimation as required.
* Resolve design conflicts or business process decisions across streams.
* Support coordination of the various teams/workstreams to ensure alignment and avoid silo working.
Qualifications
* 6+ years of experience in Dynamics 365 CE and up‑to‑date knowledge of Copilot Service and Omnichannel, with recent hands‑on experience.
* Proven experience delivering contact centre solutions with voice, chat, social, and third‑party telephony integrations.
* Strong command of Copilot Service Workspace configuration and extensibility (e.g., session templates, macros, app profiles).
* Expertise in AI‑powered features: agent assist, conversation intelligence, call transcription, and sentiment scoring.
* Experience with the Power Platform, including Power Automate, Power Apps, and Power Virtual Agents.
* Solid knowledge of Azure components such as Azure Communication Services, Bot Framework, Logic Apps, and Cognitive Services.
* Understanding of DevOps practices, solution lifecycle, and CI/CD pipelines for D365 solutions.
* Excellent communication skills with the ability to engage business and technical stakeholders alike.
Desirable Qualifications
* Microsoft Certified
* Dynamics 365 Customer Service Functional Consultant Expert (MB-230)
* Power Platform Solution Architect (PL-600)
* Experience integrating with CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, Amazon Connect, or Twilio.
* Exposure to Copilot for Service, Unified Routing, and Omnichannel Voice.
* Familiarity with regulatory and compliance requirements around data privacy and call recording (e.g., GDPR, PCI‑DSS).
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