Solutions Architect (Dynamics 365 Contact Center / CX)

Solutions Architect (Dynamics 365 Contact Center / CX)Location: Atlanta, GA (Onsite – 5 days/week)Engagement: 12-Month Contract (C2C)Rate: $80–$90/hourStart: ImmediateOverviewWe are seeking a senior, hands-on Solutions Architect to lead the design and optimization of a modern contact center platform built on Microsoft Dynamics 365. This role sits at the intersection of customer experience (CX), digital channels, and AI-driven automation, focused on delivering measurable business outcomes across chat, messaging, and email channels.You will act as a trusted advisor to both business and technology stakeholders, helping shape platform strategy, improve operational efficiency, and enhance customer engagement.Required Experience5+ years of experience in digital contact center or customer experience solutionsStrong hands-on experience with Microsoft Dynamics 365 Customer Service / OmnichannelProven experience managing chat, messaging, and email channelsStrong background in AI, Copilot, conversational AI, and automationExperience with deflection strategies (self-service, chatbots, virtual agents)Proficiency in Power Platform (Power Automate, Power Apps, Power BI)Experience working in enterprise environments with multiple integrationsAbility to work onsite in Atlanta, GA (5 days/week)Key ResponsibilitiesOwn end-to-end performance of digital contact center channels (chat, messaging, email)Drive and optimize key KPIs including AHT, CSAT, containment, and cost per interactionLead AI, Copilot, and automation strategies, including bots, virtual agents, and self-service solutionsArchitect and evolve the Dynamics 365 Customer Service / Omnichannel platformTranslate business requirements into scalable, end-to-end technical solutionsLead integrations with enterprise systems (CRM, APIs, backend platforms)Enable seamless customer journeys across digital touchpointsPartner with stakeholders across business, product, and engineering teamsIf interested, please apply with an up to date CV.