We are seeking an experienced CCaaS Solution Architect / Senior Consultant for our client to design, implement, and optimize a cloud -based Contact Center (CCaaS) solution using Microsoft Dynamics 365 Customer Service integrated with Azure Communication Services (ACS).
The ideal candidate will have strong expertise across Dynamics 365, Azure, telephony, and contact center operations, and will play a key role in building a scalable, secure, and omnichannel customer engagement platform.
Location: Melbourne
Key Responsibilities
Solution Design & Architecture
• Design end -to -end CCaaS architecture using Dynamics 365 Customer Service, Omnichannel, and Azure Communication Services
• Define telephony, voice routing, IVR, call recording, chat, SMS, and email capabilities using ACS
• Ensure scalability, high availability, resiliency, and security of the solution
• Produce technical architecture documents, diagrams, and design decisions
Implementation & Configuration
• Configure Dynamics 365 Customer Service and Omnichannel for Customer Service
• Implement voice, chat, SMS, and digital channels using Azure Communication Services
• Build and configure:
o Automatic Call Distribution (ACD)
o IVR / Call flows
o Agent routing rules
o Work streams and queues
• Integrate with Power Platform (Power Automate, Power Apps) for workflow orchestration
Azure & Integration
• Set up and manage Azure Communication Services, including:
o Phone numbers
o Call automation
o Media services
• Integrate Dynamics 365 with:
o External PBX / SIP providers (if applicable)
o CRM, ERP, or backend systems via APIs
• Use Azure Functions, Logic Apps, Service Bus, and APIs where required
Quality, Security & Compliance
• Implement call recording, monitoring, and reporting
• Ensure compliance with security, privacy, and data protection standards
• Support role -based access control and identity management using Azure AD
Testing, Deployment & Support
• Lead UAT, performance testing, and go -live
• Provide post -go -live support and optimization
• Troubleshoot production issues across Dynamics, Azure, and telephony layers
Stakeholder Collaboration
• Work closely with business stakeholders, contact center leaders, and IT teams
• Translate business requirements into technical solutions
• Mentor junior team members and developers
Requirements
Must Have
• 5+ years experience with Microsoft Dynamics 365, especially Customer Service
• Hands -on experience with Azure Communication Services (ACS) for voice and messaging
• Strong understanding of contact center concepts:
o ACD, IVR, CTI, Call Routing, SLAs, KPIs
• Experience with Omnichannel for Dynamics 365
• Strong Azure skills (at least 3–4 years):
o Azure AD
o Azure Functions / Logic Apps
o API integrations
• Experience integrating telephony or CCaaS platforms
• Excellent troubleshooting and communication skills
Good to Have
• Experience with Power Platform (Power Automate, Power BI)
• Knowledge of SIP, VoIP, PSTN, call flows
• Experience migrating from legacy contact centers to cloud -based CCaaS
• Microsoft certifications:
o Dynamics 365 Customer Service
o Azure Solutions Architect / Developer
Soft Skills
• Strong ownership and accountability
• Ability to work with ambiguous requirements
• Client -facing and stakeholder management experience
• Good documentation and presentation skills
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