We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey to advancing the technological world through innovation and creativity.
Your Role & Responsibilities
We are looking for a seasoned Solution Architect with deep expertise in Dynamics 365 Customer Engagement, specializing in Contact Centre as a Service (CCaaS) solutions. The ideal candidate will have a proven track record of architecting and delivering end-to-end service experiences that combine Customer Service Workspace, omnichannel routing, AI-driven agent assist, and telephony integration.
You will lead the architecture and technical design of complex CCaaS implementations for enterprise clients, ensuring scalable, intelligent, and seamless customer engagement across all service channels.
Key Responsibilities
Strategic Solution Architecture
* Own the end-to-end solution design for CCaaS implementations on Dynamics 365, covering customer service, omnichannel engagement, and AI capabilities.
* Lead the design of the Customer Service Workspace, configuring and extending for agent productivity and efficiency.
* Define architecture for channel integration including voice, chat, email, WhatsApp, social media, and custom channels.
AI & Automation Enablement
* Architect solutions leveraging AI for Agent Assist, including real-time suggestions, knowledge surfacing, and context-aware automation.
* Define chatbot strategy using Power Virtual Agents, ensuring seamless integration with D365 and escalation flows to human agents.
* Design AI for Supervisors including real-time dashboards, conversation intelligence, and sentiment analytics.
* Guide implementation of Intelligent IVR leveraging Azure Communication Services or integrated CCaaS platforms.
Platform Integration & Governance
* Oversee the integration of telephony systems (e.g., Genesys, NICE, Five9, Azure Communication Services) into Dynamics 365 via certified connectors or custom middleware.
* Define data strategy and architecture for interaction history, customer profile unification, and insights-driven routing.
* Ensure robust governance across environments, security roles, compliance, and performance management.
Technical Leadership
* Collaborate with developers, functional consultants, and client architects to deliver scalable, supportable designs.
* Review and approve solution documentation including architecture blueprints, integration specs, and API definitions.
* Lead technical workshops and architecture governance boards with stakeholders and vendors.
Contribute to pre-sales solutioning, technical scoping, and effort estimation as required
Qualifications & Experience
* 6+ years of experience in Dynamics 365 CE, with at least 3 years in Customer Service and Omnichannel.
* Proven experience delivering Contact Centre solutions with voice, chat, social, and third-party telephony integrations.
* Strong command of Customer Service Workspace configuration and extensibility (e.g., session templates, macros, app profiles).
* Expertise in AI-powered features: agent assist, conversation intelligence, call transcription, sentiment scoring.
* Experience with Power Platform, including Power Automate, Power Apps, and Power Virtual Agents.
* Solid knowledge of Azure components such as Azure Communication Services, Bot Framework, Logic Apps, Cognitive Services.
* Understanding of DevOps practices, solution lifecycle, and CI/CD pipelines for D365 solutions.
* Excellent communication skills with the ability to engage business and technical stakeholders alike.
Skill set Required
* Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Expert (MB-230), Power Platform Solution Architect (PL-600)
* Experience integrating with CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, Amazon Connect, or Twilio.
* Exposure to Copilot for Service, Unified Routing, and Omnichannel Voice.
* Familiarity with regulatory and compliance requirements around data privacy and call recording (e.g., GDPR, PCI-DSS).
Required Language Thresholds
English Proficiency /C1 Level
Why Us
* Competitive salary
* Private health and life insurance from day one in the company
* Working hours: Monday to Friday
* Remote Work Module
* Meal allowance on card/voucher
Equality & Opportunity for All
Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.
Candidate Privacy Notice: https://www.hcltech.com/candidate-privacy-notice