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Dynamics 365 Contact Center Solutions Architect

1 day, 10 hours ago
Mexico, Argentina, Brazil, Chile, Colombia, Peru
Contract
Senior
Solutions Architect
Software Development
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Workana

Workana

Workana: Leading Latam's freelance marketplace, connecting top talent with innovative projects for remote and freelance work.

Internet Software & Services
1001-5000
Founded 2012
$3M raised
View All Jobs 5

Description

  • Participate in discovery and technical meetings to translate customer service needs into solution architectures.
  • Define implementation approaches using Dynamics 365 Contact Center and Microsoft Copilot Studio.
  • Advise on conversational AI experiences across voice and digital channels, including automation and handoff to human representatives.
  • Assess integrations with CRMs, enterprise systems, knowledge sources, APIs, and existing contact center platforms.
  • Communicate platform capabilities, limitations, technical tradeoffs, and delivery considerations to business and technical stakeholders.
  • Scope potential projects, identify dependencies, and estimate implementation effort.
  • Support future proofs of concept and implementation projects as opportunities are confirmed.

Requirements

  • Hands-on implementation experience with Dynamics 365 Contact Center, including Omnichannel capabilities.
  • Deep expertise in Microsoft Copilot Studio, including building, integrating, testing, and deploying conversational agents.
  • Experience with contact center workflows, including routing, escalation, and transfer to human representatives.
  • Experience integrating agents with enterprise data and systems through APIs, connectors, or custom integrations.
  • Strong solution architecture expertise across security, governance, deployment, and operational considerations.
  • Ability to lead client-facing technical discussions and clearly explain complex solutions.
  • Excellent spoken and written English.
  • Availability for initial meetings within the next two weeks and willingness to work on an hourly consulting basis.
  • Experience with voice agents, conversational IVR, Azure AI services, and technical presales or proofs of concept (preferred).

Benefits

  • Remote engagement with flexible location, with applicants in LATAM and North America particularly encouraged.
  • Hourly compensation of up to USD $50, depending on experience.
  • Opportunity to shape enterprise contact center AI solutions with an experienced technical team.
  • Exposure to emerging conversational AI capabilities and complex integration challenges.
  • Potential for ongoing consulting and implementation work as projects develop.

Interested in this position?

Apply directly on the company website

Apply Now

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