Application Architect L1
About The Position
Wipro Limited is seeking an Application Architect to lead the end-to-end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions. The role includes discovering requirements and facilitating design workshops focused on contact center journeys; designing voice, IVR, and omnichannel routing architectures; and defining high- and low-level architecture for telephony, bots, integrations, security, and data flows. The architect also designs IVR call flows, intelligent routing, queue strategies, and agent experiences, and leads integrations with telephony providers, bots such as Copilot or Power Virtual Agents, and third-party systems. The position is based in Doral, Florida, and requires 8–10 years of experience. Expected compensation ranges from $80,000 to $158,000, with final compensation depending on factors including location, skills, and relevant experience.
Requirements
- 8–10 years of experience.
- Strong experience with Microsoft Dynamics 365 Contact Center.
- Deep understanding of contact center operations, including IVR, queues, routing, and SLAs.
- Experience designing voice and digital customer journeys.
- Knowledge of telephony fundamentals, including call routing, IVR behavior, and SIP concepts.
- Experience with bots, automation, and AI-assisted contact center workflows.
- Strong documentation and solution governance capabilities.
- Mandatory skill: Microsoft Dynamics 365 Contact Center administration.
Responsibilities
- Lead end-to-end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions.
- Conduct requirements discovery and design workshops focused on contact center journeys.
- Design voice, IVR, and omnichannel routing architectures aligned with business needs.
- Define high-level and low-level architecture covering telephony, bots, integrations, security, and data flows.
- Architect IVR call flows, intelligent routing, queue strategies, and agent experience.
- Lead integrations with telephony providers, bots such as Copilot or Power Virtual Agents, and third-party systems.
- Provide strong documentation and solution governance.
Benefits
- Medical benefits options
- Dental benefits options
- Disability insurance
- Paid time off, inclusive of sick leave
- Other paid and unpaid leave options
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
