Microsoft Dynamics 365 Contact Center Solutions Architect

Job Description Salary: Microsoft Dynamics 365 Contact Center Solutions Architect Location: Onsite in Atlanta, GA (U.S.) Travel: Up to 25% Are you a seasoned architect with deep expertise in CCaaS platforms like Microsoft Dynamics 365 Contact Center and a passion for transforming customer engagement through AI and omnichannel solutions? If you thrive in strategic roles, enjoy guiding clients from vision to execution, and are comfortable navigating both technical and business landscapes, as well as have experience leading implementations that integrate conversational AI, voice, and chat into scalable enterprise platforms and you're ready to do it again let us know and apply today! What You'll Do Own the architecture, design, and delivery of Dynamics 365 Contact Center solutions, including Omnichannel for Customer Service, Voice, and Chat. Lead client engagements from pre-sales through implementation, including workshops, demos, and solution roadmaps. Design and integrate Conversational AI experiences using Copilot Studio, Power Apps, and other conversational AI platforms. Collaborate with stakeholders to gather business and technical requirements and translate them into scalable, maintainable solutions. Build and optimize multi-turn, intent-driven conversational flows using Microsoft and third-party NLU platforms. Hands-on experience with Generative models like GPT, Gemini, LLaMA, Copilot, or custom generative architectures. Ensure performance, scalability, and reliability of deployed solutions using Azure, Power Platform, and Cognitive Services. Provide thought leadership on AI strategy, customer experience, and contact center modernization. What We're Looking For 8+ years of experience with CCaaS/Contact Center ACD/IVR and digital platforms 3+ years of Conversational AI, NLP, and intent modeling. Experience with IVR, chatbot, and voice assistant design. Experience integrating Dynamics 365 with Azure AI services, MS Teams, Power Platform, and third-party NLU tools. 8+ years of programming experience in C#, TypeScript, Python, or similar. Experience with cloud architectures and Azure DevOps. Experience in pre- and post-sales, solutioning, and technical leadership. Strong communication and stakeholder management skills. Knowledge of Microsoft Dynamics 365 Contact Center, including Omnichannel for Customer Service, Unified Routing, and Voice Channel. Microsoft certifications such as: Dynamics 365 + Power Platform Solution Architect Expert Customer Service Functional Consultant Associate Knowledge of Nuance Mix, Amazon Lex, or Google Dialogflow is a plus. Bachelor's or advanced degree in Computer Science, Information Systems, or related field. Why you'll love it here: Culture: At Navixus/Tech Mahindra, we are a culture of driving positive change, celebrating each moment, and empowering all to Rise. We aim to dream, do, and become more. The pay range for this role is $160,000 to $210,000 per annum. Tech Mahindra also offers benefits like medical, vision, dental, life insurance, and paid time off (including holidays, parental leave, and sick leave, as required by law). The exact offer will depend on the candidate's skills, qualifications, experience, and location. Tech Mahindra is an Equal Employment Opportunity employer. We support a diverse workforce at all levels. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. Reasonable accommodations are available in the hiring process. Candidates can request accommodations by contacting ADA_Accomodations@TechMahindra.com. #J-18808-Ljbffr