Solution Architect - Microsoft Dynamics 365

ABOUT THE ROLE

Turiya is building a ground-up Microsoft Dynamics 365 Contact Center platform for a large public-sector client in the US. The Program

spans voice, natural language IVR, AI chatbot, email, and PCI-compliant payment channels across a Microsoft-native stack: D365 Contact Center, D365 Customer Service, Azure Communication Services, Copilot Studio, PCI Pal, and Nuvei.

We're looking for a Solution Architect to own the end-to-end technical architecture from Phase 1 through go-live. This isn't a hands-off governance role — you'll be deep in the integration design, security decisions, and HLD from day one.

Position Summary

We are seeking an experienced Microsoft Dynamics 365 Contact Center Solution Architect to lead the architecture and solution design of an enterprise contact-center modernization program. The architect will be responsible for defining the end-to-end solution across Dynamics 365 Contact Center, Dynamics 365 Customer Service, Power Platform, Copilot, Microsoft Teams-based voice, Azure services, and enterprise integrations.

The ideal candidate has experience designing highly available, high-volume customer-service platforms and preferably has worked with tolling, transportation, government, utilities, or other transaction-intensive public-sector organizations.

This role requires both strong Microsoft platform expertise and the ability to translate operational requirements, such as customer authentication, account servicing, dispute management, payments, case management, and agent workflows into a scalable and secure architecture.

Key Responsibilities

• Lead the overall architecture and solution design for Dynamics 365 Contact Center and Customer Service.
• Design omnichannel customer experiences supporting:
• Inbound and outbound voice
• Web chat and messaging
• Virtual/Copilot agents
• Agent-assisted service
• Case management
• Knowledge management
• Intelligent routing and work assignment
• Define the architecture for Microsoft Teams-based contact-center voice, including integration with enterprise telephony and carrier services.
• Design customer and agent journeys across IVR, conversational AI, live-agent engagement, and post-call processes.
• Define integration patterns between D365 and enterprise systems such as:
• Tolling/account-management platforms
• ERP and financial systems
• Payment gateways
• Identity and authentication platforms
• Document-management systems
• Knowledge repositories
• Data and analytics platforms
• Establish architectural patterns for Copilot agents and AI-assisted agent experiences, including grounding, security, escalation, and human-in-the-loop controls.
• Design case-management models supporting inquiries, disputes, violations, payments, account maintenance, escalations, and other customer-service processes.
• Develop approaches for PCI scope reduction, particularly where payment card information must be captured during voice interactions.
• Architect integration with PCI-compliant payment solutions such as PCI Pal or comparable secure-payment technologies, ensuring cardholder data is isolated from agents and contact-center systems wherever possible.
• Support PCI architecture reviews and QSA assessments, including documentation of payment flows, system boundaries, controls, and integration patterns.
• Define solution security, identity, environment, integration, availability, resiliency, monitoring, and disaster-recovery requirements.
• Produce architecture diagrams, interface specifications, solution-design documents, decision records, and non-functional requirements.
• Provide architectural leadership to functional consultants, developers, integration teams, telephony engineers, AI teams, and client stakeholders.
• Review technical designs and ensure implementation aligns with Microsoft recommended practices and established architecture.
• Support solution validation, performance testing, production readiness, cutover, and go-live.

Required Qualifications

• 7–10+ years designing and implementing Microsoft Dynamics 365 and Power Platform solutions.
• Significant hands-on architecture experience with Dynamics 365 Customer Service and/or Dynamics 365 Contact Center.
• Demonstrated experience designing enterprise omnichannel contact-center solutions.
• Experience with intelligent routing, queues, workstreams, agent experiences, case management, knowledge management, and contact-center analytics.
• Experience integrating D365 with enterprise APIs and back-office applications.
• Strong understanding of Microsoft Power Platform, Dataverse, Azure integration services, and enterprise security architecture.
• Experience designing high-volume, mission-critical customer-service platforms.
• Strong written and verbal communication skills, including the ability to communicate architecture decisions to both technical teams and executives.

Preferred Experience

• Tolling, transportation, DMV, transit, government, utilities, financial services, or similar high-volume customer-service environments.
• Toll account management, violations, disputes, transponder servicing, payment processing, or related tolling workflows.
• PCI-compliant contact-center payment architectures.
• PCI Pal or comparable secure-payment platforms.
• Government security, compliance, and accessibility requirements.
• Microsoft Copilot Studio and Azure AI capabilities.
• Teams voice, Azure Communication Services, SIP, or enterprise contact-center telephony.

Preferred Certifications

• PL-600 – Microsoft Power Platform Solution Architect Expert
• MB-230 – Microsoft Dynamics 365 Customer Service Functional Consultant
• AZ-305 – Microsoft Azure Solutions Architect Expert