Dynamics 365 CCaaS & Copilot Studio Architect

Capgemini•Chicago, NY

About The Position

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world. Job Description: Dynamics 365 CCaaS & Copilot Studio Architect Location: Atlanta, GA | Chicago, IL | Vienna, VA Employment Type: Full‑time Work Authorization: U.S. authorized to work Role Overview 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.

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
Excellent communication skills with the ability to influence technical and non‑technical stakeholders

Nice To Haves

Large‑scale CCaaS modernization or transformation experience
Power Platform architecture and governance experience
Experience working in complex enterprise or financial services environments

Responsibilities

CCaaS & CX Architecture Own the end‑to‑end architecture for Dynamics 365‑based Contact Center (CCaaS) solutions
Design holistic solutions covering interaction intake, routing, agent experience, orchestration, integrations, security, and operational tooling
Define CCaaS architecture patterns, standards, and guardrails to ensure platform consistency and extensibility
Translate business and CX requirements into architecture designs that are scalable, maintainable, and secure
Dynamics 365 Platform Design Architect solutions across Dynamics 365 Customer Service including: Case management, workflows, automation, SLAs, and knowledge management
Design Omnichannel capabilities such as chat, messaging, email, and unified agent desktop workloads
Architect voice and telephony integrations including routing, IVR, call handling, and recordings (where applicable)
Design agent and supervisor experiences with queues, skills‑based routing, and performance visibility
Ensure designs support operational KPIs such as service level, AHT, FCR, CSAT, and containment
Copilot Studio & AI Architecture Architect Copilot Studio‑based virtual agent and conversational AI solutions
Design conversational flows, orchestration patterns, and AI‑assisted customer and agent interactions
Define bot‑to‑agent handoff patterns with contextual awareness and escalation logic
Establish AI integration patterns for self‑service, agent assist, knowledge surfacing, and automation
Apply responsible AI, governance, and compliance principles
Integration Architecture Design end‑to‑end integrations between CCaaS platforms and enterprise systems using Azure‑based integration services
Define interface contracts, canonical data models, and transformation logic
Architect integrations across CRM, identity, telephony, workforce management, quality and recording systems, analytics platforms, and downstream systems of record
Ensure integrations meet resiliency, performance, security, and scalability requirements
Data, Security & Non‑Functional Requirements Design CCaaS data architecture across Dataverse, interaction metadata, transcripts, cases, and operational metrics
Define data governance, privacy, retention, and lineage controls, including PII protection
Design security architecture using Microsoft Entra ID, role‑based access control, managed identities, Key Vault, and least‑privilege principles
Define and validate non‑functional requirements including availability, scalability, performance, and disaster recovery
Environment, ALM & Delivery Governance Define environment strategies across development, test, UAT, pre‑production, and production
Establish ALM and CI/CD patterns for Dynamics 365, Power Platform, Copilot Studio, and Azure components
Produce and own architectural artifacts including HLDs, LLDs, integration designs, and solution standards
Review implementations for architecture alignment and prevent design drift
Provide hands‑on technical guidance to delivery teams and support cutover, go‑live, and stabilization

Benefits

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

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