Cloud Solution Architect- D365 Contact Center

Concentrix Corp. • York, PA

46d • $106,087 - $140,000 • Remote

About The Position

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world's best brands, today and into the future. We're solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we're the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Catalyst team is the driving force behind Concentrix's transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we're proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year. Join us and be part of this journey towards greater opportunities and brighter futures. We are looking a Cloud Solution Architect specializing in Business Applications, you'll be at the forefront of driving and transforming our clients' business applications and enabling agility through low code development. You'll engage closely with our clients, fostering technical and business relationships while developing innovative strategies that leverage state-of-the-art Microsoft technologies-including Dynamics 365 Contact Center-to maximize value and transform businesses.

Requirements

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business or related field AND several years experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience:
• Deep technical expertise in Microsoft Dynamics 365 for Contact Center and Power Platform-preferably from Enterprise-scale architecture, implementation, and operations.
• Proven, relevant experience working in a customer-facing role (e.g., internal and/or external).
• Several years experience working on technical projects, including contact center modernization, omnichannel enablement, and AI-driven customer service solutions.

Nice To Haves

• Bachelor's or Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND proven, relevant experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
• OR equivalent experience:
• Technical Certification in Cloud (e.g., Azure, AWS, Google) and familiarity with Microsoft certifications related to Dynamics 365 Contact Center.
• Experience with telephony integration (e.g., Azure Communication Services, Teams), IVR design, and real-time analytics in customer service environments.

Responsibilities

• You will drive positive Customer Satisfaction and become a trusted advisor to customers and partners by leveraging Microsoft Business Applications and D365 Contact Center implementation expertise to enable defined Customer Success Plan outcomes. You will actively listen and respectfully challenge to drive the best outcomes.
• You will provide feedback and insights from customers/partners back to the relevant MS teams including Product Groups, to enable continuous improvement across Dynamics 365 Contact Center capabilities.
• For Consumption (Cloud & Support) growth, you will develop opportunities to drive Customer Success business results by providing expertise/guidance to technical and business decision makers. This includes showcasing the value of D365 Contact Center features such as intelligent routing, voice and digital engagement, real-time analytics, and AI-powered agent assist.
• You will identify resolutions to issues blocking go-live or broad usage of projects by leveraging technical/functional/project management & business value subject matter expertise-including omnichannel deployment strategies, telephony integration, and workforce optimization within D365 Contact Center.
• You will identify growth opportunities as you leverage your knowledge of the products, services, and value propositions of Microsoft Business Applications and D365 Contact Center in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs.
• You will drive continuous alignment and improvement of individual skills to better support and enable customers' and Microsoft's business goals, including staying current with D365 Contact Center roadmap, features, and best practices.
• Accelerate customer outcomes: Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP re-use, and learn from others to help accelerate your customers' transformation journey-especially in modernizing customer service operations with D365 Contact Center.

Benefits

• Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Number of Employees: 5,001-10,000 employees