Technical Architect (Senior Telephony Engineer)

Job description

About the Role

We are seeking an experienced Technical Architect to join our growing Microsoft Dynamics 365 practice, with a focus on Contact Centre solutions. This role involves designing and implementing robust technical architectures, ensuring seamless integration of software developments, and collaborating closely with clients and delivery teams. The ideal candidate will have deep technical expertise in Microsoft Dynamics 365 Customer Service & Contact Centre, and a strong track record in delivering complex, large-scale implementations.

Responsibilities

• Lead the technical design and architecture of Dynamics 365 Contact Centre solutions, ensuring scalability, security, and performance.
• Collaborate with business stakeholders, solution architects, and development teams to translate business requirements into technical specifications.
• Guide and mentor development teams (onshore and offshore), ensuring adherence to best practices in coding, configuration, and deployment.
• Drive technical excellence and innovation within the Contact Centre practice.
• Support pre-sales and key client engagements by providing technical expertise and building proof-of-concept solutions.
• Ensure high-quality project documentation, including technical designs, integration plans, and support for testing activities.
• Contribute to the wider technical community by defining training needs and mentoring team members.
• Identify and mitigate technical risks throughout the project lifecycle.
• Stay up to date with new functionality and advancements in Microsoft platforms, maintaining relevant certifications.
• Deliver all consultancy and configuration work according to project methodology, ensuring successful implementation on time and within budget.
• Communicate progress updates to relevant parties both formally and informally.
• Promote the values of the company and represent the business in a professional and positive manner.

Qualifications and Skills

• Deep and broad technical knowledge of Microsoft Dynamics 365 Customer Service & Contact Centre.
• Extensive experience in technical architecture, solution design, and large-scale implementations.
• Strong understanding of Azure and cloud technologies, .Net development, and Power Platform.
• Experience with enterprise integrations, data migrations, and designing integration patterns.
• Demonstrated experience in writing .Net code for Dataverse Plugins and client-side scripting for Power Platform customizations.
• Experience with Azure Functions, Logic Apps, Data Factory, and enterprise integrations.
• Knowledge of testing methodologies, automated unit testing, code reviews, and source control.
• Experience with automated build and release pipelines (CI/CD).
• Excellent communication and presentation skills, with the ability to articulate complex technical concepts to stakeholders, including executive leadership.
• Relevant certifications in Dynamics 365 or related technologies.
• Ability to work independently and as part of a global team.
• Experience mentoring team members and driving technical excellence.

Experience and Background

• Proven track record as a Technical Architect in complex Dynamics 365 Customer Service & Contact Centre engagements.
• Extensive experience as a CRM Technical Consultant/Architect with large-scale implementations.
• Experience leading technical teams and presenting to senior stakeholders.
• Pre-sales experience, including building demos and technical presentations.
• Strong consulting skills and business process knowledge.
• Experience with software delivery methodologies (waterfall and agile) and best practices.
• Deep understanding of software development lifecycle, release management, data migrations, and early live support.
• Proven ability to develop a clear understanding of clients’ needs and incorporate them into technical solutions.
• Expertise in providing both out-of-the-box and development solutions in a Microsoft Dynamics 365 environment.
• Experience in utilizing source control systems and Kanban board work item management (Azure DevOps preferred).
• Proven experience in designing and implementing IVR systems.
• Strong knowledge of telephony platforms such as Amazon Connect, Nice CXone, and Genesys Cloud CX.
• Ability to integrate voice solutions with D365 and other CRM systems, ensuring seamless experience built on essential Expertise in AI-driven routing, speech recognition, and intelligent routing.