Dynamics Contact Center Architect

Job Title: Dynamics Contact Center ArchitectLocation: Atlanta, GA - OnsiteJob DescriptionWe are looking for a senior, hands-on Digital Contact Center Transformation Architect to own the technical direction and outcomes of a modern, digital contact center platform (the new MS Dynamics 365 Contact Center). This role is focused on driving measurable performance across digital channels (chat, messaging, email), leveraging AI, Copilot, and automation, and serving as a trusted onsite advisor to business and technology stakeholders.What You'll DoOwn Digital Contact Center Outcomes end to end (chat, messaging, and email)Lead AI, Copilot, and Automation StrategyArchitect and Evolve the Digital Contact Center PlatformServe as a Trusted Onsite Advisor to ClientsIntegration & Enterprise EnablementQualifications For Success5+ years designing or leading digital contact center solutions.Direct ownership of MS Dynamics 365 chat, messaging, and email channel platformProven delivery against AHT, containment/deflection, CSAT, and cost per interactionHands-on experience implementing conversational AI, Copilot, or virtual agents.Experience with digital deflection strategies (self-service, bots, automation)Microsoft ecosystem experience including Dynamics 365 Customer Service / Omnichannel and Power Platform (Power Automate, Power Apps, Power BI)Copilot Studio experience preferred.