Contact Center Architect

Avanade • Irving, TX

34d

About The Position

We are looking for a Contact Center Architect to join our growing team focused on delivering next-generation, AI-powered contact center solutions. This is a strategic technical leadership role at the forefront of Microsoft's move into full-service CCaaS, where you will help architect and integrate scalable, omnichannel contact center solutions which will include automation and data-driven intelligence to drive transformative customer experiences. As a key member of our Contact Center go-to-market (GTM) initiative, you will collaborate with pre-sales, industry experts, delivery teams, and Microsoft to define and execute scalable, intelligent solutions built on Dynamics 365 Contact Center, Azure Communication Services, Teams Voice, Power Platform and Microsoft Copilot creating powerful agent and customer experiences across industries.

Responsibilities

• Understand client CX needs and industry trends to design forward-thinking CCaaS solutions.
• Collaborate with pre-sales and account teams to shape solutions, estimate effort, and support proposal development.
• Define and implement workflows that cover voice, digital messaging, bots, knowledge, and agent assist capabilities within the Microsoft ecosystem.
• Architect modern contact center solutions using Microsoft Contact Center Platform, Dynamics 365 Customer Service, D365 Copilot, Azure Communication Services, Copilot Studio, Power Platform and Teams Voice.
• Lead technical implementation across pre-sales, solution planning and delivery.
• Define repeatable reference architectures, deployment models, and reusable accelerators.
• Stay current on Microsoft's CCaaS roadmap, product enhancements, and ecosystem partnerships.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees