Microsoft Dynamics 365 Contact Center Solutions Architect

Microsoft Dynamics 365 Contact Center Solutions Architect

Location: Remote (U.S.)
Travel: Up to 25%

Are you a seasoned architect with deep expertise in CCaaS platforms like Microsoft Dynamics 365 Contact Center and have 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 you’re comfortable navigating both technical and business landscapes as well as have experiencing 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 preferred.
• 8+ years of programming experience in C#, TypeScript, Python, or similar.
• Experience with cloud-native architectures and Azure DevOps.
• Experience in pre and post sales, solutioning, and technical leadership.
• Communication and stakeholder management skills.
• Preferred knowledge of Microsoft Dynamics 365 Contact Center, including Omnichannel for Customer Service, Unified Routing, and Voice Channel.
• Preferred 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 preferred.

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 drives us 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, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate.

“Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at [email protected].”