Job Summary

• Capgemini is seeking a Dynamics 365 CCaaS & Copilot Studio Architect to lead the end-to-end architecture, design, and technical governance of enterprise-scale contact center and customer experience (CX) solutions built on the Microsoft ecosystem.
• This role is responsible for translating business and CX requirements into secure, scalable, and highly available CCaaS architectures, while providing hands-on architectural leadership across solution design, integrations, AI enablement, and deployment.
• Key responsibilities include owning the end-to-end architecture for Dynamics 365-based Contact Center (CCaaS) solutions, designing holistic solutions covering interaction intake, routing, agent experience, orchestration, integrations, security, and operational tooling.

Matching Summary

Salary

Base: $140,000 - $169,000/ yearly; Bonus/Equity: Not specified; Benefits: Comprehensive, non-negotiable benefits package

Skills & Requirements

Key Requirements

• 12+ years of experience in solution or technical architecture roles
• Deep hands-on experience with contact center and customer service platforms
• Strong expertise in Dynamics 365 Customer Service and Omnichannel
• Proven experience architecting conversational AI and virtual agent solutions using Copilot Studio
• Strong Azure integration and security architecture background
• Experience designing enterprise-scale, highly available solutions in regulated environments

Work Rights