| Digital Contact Center Transformation Architect :: Remote :: Contract at Center, Colorado, USA |
| Email: [email protected] |
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http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=3336768&uid=566369d569e8487eb0394733f594e0f8 From: Abhilash Omer, Quantum world Technologies [email protected] Reply to: [email protected] Job Title: :: Digital Contact Center Transformation Architect Location : : Remote Job type: : Contract Job Description We are seeking a senior, handson Digital Contact Center Transformation Architect to own the technical direction and outcomes of a modern digital contact center platform built on Microsoft Dynamics 365 Contact Center. This role focuses on driving measurable performance improvements across digital channels (chat, messaging, email) by leveraging AI, Copilot, conversational automation, and platform strategy. The architect will partner closely with business and technology stakeholders as a trusted advisor, translating business goals into scalable, highimpact digital contact center solutions. This is not a pure Dynamics architect role. While Dynamics 365 and the Power Platform are key enablers, success in this role is defined by business outcomes such as: Digital containment and deflection Improved customer experience (CX) Operational efficiency Scalable digital platform strategy Key Responsibilities Digital Contact Center Ownership Own endtoend digital contact center outcomes across chat, messaging, and email channels. Architect, evolve, and optimize the Dynamics 365 Contact Center platform for performance, scale, and resiliency. Drive digital containment, deflection, and automation strategies to reduce cost per interaction and improve CSAT. AI, Copilot & Automation Strategy Lead the adoption and application of AI, Copilot, conversational AI, and automation across digital channels. Design and implement selfservice, bot, and automation strategies aligned with measurable KPIs. Partner with business teams to prioritize AI use cases that deliver tangible operational value. Architecture & Platform Strategy Define and guide platform architecture, integrations, and enterprise enablement. Ensure solutions are secure, scalable, and aligned with enterprise technology standards. Collaborate with integration teams to connect CRM, backend systems, and digital channels. Stakeholder Partnership Serve as a trusted advisor to business, product, and technology stakeholders. Translate business objectives into actionable technical and platform decisions. Communicate tradeoffs, risks, and architectural decisions clearly to both technical and nontechnical audiences. Qualifications for Success Required Experience 5+ years designing or leading digital contact center solutions. Direct ownership of Microsoft Dynamics 365 digital channels (chat, messaging, email). Proven delivery against metrics such as: AHT Digital containment / deflection CSAT Cost per interaction Handson experience implementing: Conversational AI Copilot Virtual agents / bots Experience with digital deflection strategies (selfservice, automation). Technology Stack Microsoft Dynamics 365 Customer Service / Omnichannel Power Platform (Power Automate, Power Apps, Power BI) Copilot Studio experience preferred Strong understanding of enterprise integrations and digital channel architectures Thanks & Regards AbhilashOmer Sr Technical Recruiter [email protected] Keywords: artificial intelligence business intelligence information technology Digital Contact Center Transformation Architect :: Remote :: Contract [email protected] http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=3336768&uid=566369d569e8487eb0394733f594e0f8 |
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| 05:54 AM 30-Apr-26 |