Senior Principal Consultant _MSD CE Architect

We are inviting applications for the role of Senior Principal Consultant _MSD CE Architect to lead the end-to-end architecture design of Microsoft Dynamics 365-based contact centre solutions and build and scale AI solutions that redefine industries.

Requirements

• Lead the end-to-end architecture design of Microsoft Dynamics 365-based contact centre solutions
• Translate business and functional requirements into technical designs that leverage Dynamics 365, Power Platform, and Azure services
• Configure and optimize the Omnichannel for Customer Service module
• Design and implement knowledge management, case routing, and queue management solutions
• Use AI tools to automate customer interactions and provide agent-assist capabilities
• Integrate Dynamics 365 with telephony systems
• Implement CTI, IVR, call routing, and agent desktop configurations
• Connect Dynamics 365 with Power BI, Customer Insights, and Azure Data Lake for reporting and analytics
• Architect secure integrations with CRM, ERP, and third-party systems
• Work closely with business stakeholders, product owners, and delivery teams
• Collaborate with developers, consultants, and system integrators to ensure successful project delivery
• Produce comprehensive documentation—solution design documents and integration guides

Benefits

• Lead AI-first transformation
• Make an impact
• Accelerate your career
• Grow with the best
• Committed to ethical AI
• Thrive in a values-driven culture