Dynamics 365 Contact Center Solutions Architect
X
Xenon7Contact center AI
Workable locations: Argentina. Peru. Colombia. Brazil. Chile. MexicoContractSenior
SalaryHourly compensation of up to USD $50
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Job Details
- Languages
- Excellent spoken and written English.
- Required Skills
- RESTful APIs
Requirements
- Demonstrated hands-on implementation experience with Dynamics 365 Contact Center, including relevant Omnichannel capabilities.
- Deep expertise in Microsoft Copilot Studio, including building, integrating, testing, and deploying conversational agents.
- Practical experience with contact center workflows, including routing, escalation, and transfer to human representatives.
- Experience integrating agents with enterprise data and systems through APIs, connectors, or custom integrations.
- Strong solution architecture skills, including security, governance, deployment, and operational considerations.
- Proven ability to lead client-facing technical discussions and explain complex solutions clearly.
- Excellent spoken and written English.
- Availability for initial meetings within the next two weeks.
- Willingness to work on an hourly consulting basis.
- Preferred: experience with voice agents, conversational IVR, Azure AI services, and technical presales or proofs of concept.
Responsibilities
- Participate in discovery and technical meetings, translating customer service needs into practical solution architectures.
- Define implementation approaches using Dynamics 365 Contact Center and Copilot Studio.
- Advise on conversational AI experiences across voice and digital channels, including automated workflows and handoff to human representatives.
- Assess integrations with CRMs, enterprise systems, knowledge sources, APIs, and existing contact center platforms.
- Explain technical tradeoffs, platform capabilities, limitations, and delivery considerations to technical and business stakeholders.
- Help scope potential projects, identify dependencies, and estimate implementation effort.
- Support future proofs of concept and implementations as projects are confirmed.
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