Job Title: Solution Architect - Dynamics 365 CE (CCaaS & Customer Service AI)

Location: Luton (Hybrid)| Type: Contract | Competitive Day Rate

We're seeking a seasoned Solution Architect with deep expertise in Dynamics 365 Customer Engagement and Contact Centre as a Service (CCaaS).

You'll lead the architecture of intelligent customer service solutions, integrating omnichannel capabilities, AI-driven agent assist, and telephony platforms like Genesys or Five9.
You'll design scalable, end-to-end service experiences using Customer Service Workspace, Power Platform, and Azure services including Communication Services and Cognitive Services.

Key Skills:
* 6+ years in Dynamics 365 CE (3+ in Customer Service/Omnichannel)
* Proven CCaaS and telephony integration experience
* AI & automation expertise (Agent Assist, Virtual Agents, Sentiment Analytics)
* Strong communication and stakeholder engagement

Certifications like MB-230 or PL-600 are a plus.

Apply now to shape the future of customer engagement at enterprise scale.