Dynamics 365 CCaaS & Copilot Studio Architect

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Capgemini America, Inc., is seeking the following. Apply via Dice today!Dynamics 365 CCaaS & Copilot Studio ArchitectLocation: Atlanta, GA | Chicago, IL | Vienna, VAEmployment Type: FullTimeWork Authorization: US Authorized (No sponsorship)Compensation Range: $140,000 - 165,000 plus a 20% bonus and excellent benefits!Position OverviewWe are seeking a Dynamics 365 CCaaS & Copilot Studio Architect to own the endtoend architecture and design of enterprisegrade contact center solutions built on Microsoft Dynamics 365, Omnichannel, Copilot Studio, Power Platform, and Azure.This role is responsible for translating customer experience (CX) and business requirements into scalable, secure, and highly available CCaaS architectures, while providing handson technical leadership throughout delivery.Key Responsibilities CCaaS Solution ArchitectureOwn the endtoend architecture for Dynamics 365based Contact Center (CCaaS) platformsDesign holistic CCaaS solutions covering interaction intake, routing, agent experience, orchestration, integrations, security, and operational toolingTranslate CX and business requirements into scalable, maintainable, and secure technical designsDefine CCaaS architecture patterns, standards, and guardrails to ensure consistency and extensibilityDynamics 365 CCaaS Platform DesignArchitect solutions across:Dynamics 365 Customer Service (case management, knowledge, SLAs, workflows, automation)Omnichannel workloads (chat, messaging, email, agent session management)Voice and telephony integrations (routing, IVR, call handling, recordings where applicable)Agent and supervisor experiences (unified desktop, queues, skillsbased routing)KPI alignment (Service Levels, AHT, FCR, CSAT, containment)Copilot Studio & AI ArchitectureArchitect Copilot Studiobased virtual agents for selfservice and assisted serviceDesign conversational flows, orchestration, and AIassisted interactionsDefine bottoagent handoff patterns with full context preservationEstablish AI integration patterns for:Selfservice and containmentAgent assist and knowledge surfacingAutomation and workflow accelerationApply Responsible AI, governance, and security principlesIntegration ArchitectureDesign endtoend integrations using Azure integration servicesDefine interface contracts, canonical data models, mappings, and transformationsArchitect integrations with CRM, identity, telephony, WFM/WEM, QA/recording, knowledge platforms, analytics, and systems of recordEnsure resiliency, performance, latency, scalability, and security standardsData Architecture & AnalyticsDesign CCaaS data architecture across Dataverse, interaction metadata, transcripts, cases, and operational metricsDefine data governance, retention, lineage, and PII/privacy controlsEnable analytics and reporting integration with enterprise BI platformsSecurity, NFRs & ComplianceDefine and validate nonfunctional requirements (availability, scalability, performance, DR)Design security architecture using Microsoft Entra ID, RBAC, Managed Identities, Key VaultEnsure leastprivilege access and compliance with enterprise security standardsEnvironment, ALM & Deployment ArchitectureDefine environment strategy across dev, test, UAT, preprod, and productionEstablish ALM and CI/CD patterns for:Dynamics 365Power PlatformCopilot StudioAzure servicesDesign deployment, configuration management, sequencing, and rollback strategiesArchitecture Governance & Delivery SupportProduce and own architecture artifacts (HLDs, LLDs, integration specs, sequence diagrams)Review implementations against approved designs and prevent architecture driftProvide handson technical guidance to development and configuration teamsSupport cutover, golive, and stabilization from an architecture perspectiveRequired Qualifications 12+ years of experience in solution or technical architectureStrong handson experience designing contact center and CRM platformsDeep expertise in Dynamics 365 Customer Service & OmnichannelProven experience with Copilot Studio / conversational AI architecturesStrong Azure integration and security architecture experienceAbility to lead architecture in complex, regulated enterprise environmentsExceptional communication and stakeholder engagement skillsNice to HaveLargescale enterprise CCaaS modernization experienceAI governance or Responsible AI exposureFinancial services or regulated industry experience (not required)About Capgemini:Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of 22.1 billion.Make it real | ;/p>Life at Capgemini:Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:Flexible workHealthcare including dental, vision, mental health, and well-being programsFinancial well-being programs such as 401(k) and Employee Share Ownership PlanPaid time off and paid holidaysPaid parental leaveFamily building benefits like adoption assistance, surrogacy, and cryopreservationSocial well-being benefits like subsidized back-up child/elder care and tutoringMentoring, coaching and learning programsEmployee Resource GroupsDisaster ReliefDisclaimer:Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.