Dynamics 365 CCaaS & Copilot Studio Architect

Qualifications 12 years of experience in solution or technical architecture with strong focus on contact center and CRM platforms Proven handson experience architecting Dynamics 365 CCaaS solutions spanning Customer Service Omnichannel voicedigital channels and Power Platform Strong experience with Copilot Studio and conversational AI solutions within a contact center context Deep expertise in Azure integration architecture and cloudbased solution design Solid understanding of contact center operations channels routing and performance metrics Experience designing CCaaS solutions in largescale or regulated enterprise environments preferred Strong technical documentation and stakeholder communication skills Microsoft certifications in Dynamics 365 Power Platform or Azure preferred