Solution Architect – Dynamics 365 Customer Service & Contact Center in at CompQsoft Inc.

Title - The Solution Architect – Dynamics 365 Customer Service & Contact Center

Location: remote

About CompQsoft Digital

Founded in 1997, CompQsoft Digital is a leading next-generation AI transformation partner focused on helping enterprises reinvent customer engagement and reshape business processes. With deep expertise in Microsoft AI technologies, we empower organizations to unlock the full potential of AI across their operations.

We deliver measurable outcomes by embedding AI into the core of customers people, process, technology driving balanced quality outcomes. Our solutions reduce time-to-value, enhance customer and employee satisfaction, and drive innovation through AI-first strategies.

We partner with Microsoft by delivering AI-driven business transformation solutions built on Microsoft technologies such as Azure, Dynamics 365, Microsoft 365, and the Power Platform. Our goal is to help customers modernize operations, enhance customer engagement, and drive innovation through Microsoft’s cloud and AI offerings.

Position Summary

The Solution Architect – Dynamics 365 Customer Service & Contact Center will lead the architecture, design, and delivery of enterprise-scale customer service and contact center solutions using Microsoft Dynamics 365 Customer Service, Dynamics 365 Contact Center, Power Platform, and Copilot Studio.

This role requires deep hands-on expertise in Dynamics 365 Customer Service and Contact Center architecture, including case management, omnichannel engagement, voice, IVR, unified routing, digital channels, agent and supervisor experiences, Copilot/AI capabilities, integrations, security, and enterprise deployment patterns.

The Solution Architect will work closely with business stakeholders, functional consultants, developers, integration teams, infrastructure teams, and Microsoft to translate complex customer service requirements into scalable, secure, and supportable solutions.

Key Responsibilities

Solution Architecture & Design

• Lead end-to-end architecture andsolution design for Dynamics 365 Customer Service and Dynamics 365 Contact Center implementations.
• Define scalable architectures covering Customer Service, Contact Center, Power Platform, Dataverse, Copilot Studio, Azure, and external enterprise systems.
• Conduct discovery and architecture workshops with business and technical stakeholders.
• Translate business, customer experience, and contact center requirements into solution architecture and detailed functional/technical designs.
• Define architecture standards, integration patterns, security models, data models, environment strategies, and deployment approaches.
• Evaluate out-of-the-box capabilities versus configuration, Power Platform extensions, custom development, and third-party solutions.
• Provide architectural oversight throughout design, development, testing, deployment, and production stabilization.

Dynamics 365 Customer Service

• Architect solutions utilizing Dynamics 365 Customer Service capabilities including:
  • Case and incident management
  • Queues and workstreams
  • Entitlements and SLAs
  • Knowledge management
  • Customer Service workspace
  • Agent productivity tools
  • Email-to-case and automated case creation
  • Customer service scheduling and escalation processes
  • Customer Service analytics and reporting
• Design complex case management processes supporting multiple business units, service teams, products, and customer segments.

Dynamics 365 Contact Center & Omnichannel

• Architect enterprise contact center solutions across voice and digital engagement channels.
• Design and configure:
  • Voice channel architecture
  • Inbound and outbound calling
  • Interactive Voice Response (IVR)
  • Workstreams and queues
  • Unified Routing
  • Skills-based and capacity-based routing
  • Presence and agent capacity
  • Overflow and escalation strategies
  • Chat and digital messaging
  • SMS and other supported digital channels
  • Agent workspace and productivity experiences
  • Supervisor monitoring and operational experiences
• Design routing strategies using customer priority, agent skills, availability, workload, business rules, and service-level requirements.
• Define contact center resiliency, scalability, business continuity, and high-availability considerations.
• Support integration with Microsoft and third-party telephony/contact center platforms where required.

Required Qualifications

• 8+ years of experience implementing Microsoft Dynamics 365 / CRM solutions.
• 5+ years of experience in solution architecture or technical architecture roles.
• Strong hands-on experience with Dynamics 365 Customer Service.
• Strong hands-on architecture and implementation experience with Dynamics 365 Contact Center / Omnichannel for Customer Service.
• Demonstrated experience designing enterprise voice, IVR, digital channel, queue, workstream, and unified routing solutions.
• Deep understanding of case management, knowledge management, SLAs, entitlements, agent workspace, and customer service processes.
• Strong experience with Microsoft Power Platform, including Dataverse, Power Apps, and Power Automate.
• Experience with Microsoft Copilot Studio, conversational AI, bots/agents, and customer self-service scenarios.
• Experience architecting enterprise integrations using APIs and Azure integration services.
• Strong understanding of Dynamics 365 security, data architecture, ALM, environment management, and deployment practices.
• Experience leading architecture workshops and translating complex business requirements into enterprise solution designs.
• Strong communication, presentation, documentation, and stakeholder-management skills.
• Ability to independently own the architecture of complex Customer Service and Contact Center implementations from discovery through production.

WHY CUSTOMERS CHOOSE DIGITAL COMPQSOFT:

o 28 years of experience in delivering complex IT Services & Solutions

o Microsoft Partnership heritage

o Thought Leadership - Excellent customer references.

o Execution Focus - High quality while being very cost effective with
blended mode.

CompQsoft Digital is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

Employee is required to travel to business and customer locations, locally and/or nationally up to 20-30%.

The Company reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment. Compqsoft Digital Is an Equal opportunity Employer.