Microsoft Dynamics CCaaS Solutions Architect - Hybrid/Helsinki

Gigged AI is an On demand talent marketplace specialising in the IT and technology sector. We have an opportunity live at the moment for a Microsoft Dynamics CCaaS Solutions Architect - Hybrid/Helsinki (2 days per week)

IT Engagement Project Lead

All proposals will be reviewed on the Gigged AI platform. In order to send a proposal please head to app.gigged.ai and create a free talent profile and apply to the role directly

All applicant proposals will be reviewed directly on the Gigged AI platform by the hiring manager.

• In order to send a proposal please follow the below steps
• head to app.gigged.ai and create a free talent profile
• once signed in, follow this link to the project - https://app.gigged.ai/find-a-gig/JYOG7wdGyK4
• you will now see a 'submit proposal' button
• please fill this in (intro, relevant experience, and attach CV to this)

Location: Hybrid - Helsinki, Finland 2 days per week

Start Date: Mid-August

Language Requirements: English required

Duration: Initial 12 weeks

Overview
This role sits within a Microsoft Dynamics 365 programme recovery, acting as technical design authority for the client's Dynamics 365 Customer Service and Contact Centre (CCaaS) estate. Rather than building the solution directly, the Solutions Architect sets and assures the target architecture, and reviews and challenges the delivery partner's designs and estimates to keep them fit for purpose and future-proof across AI intake, routing, integration and data. The role demands real, hands-on Microsoft Dynamics CCaaS implementation credibility so the individual is trusted in the room and can catch the issues that undermined the original build, while ensuring what gets delivered matches the operational outcomes the programme has committed to.

Key Responsibilities

• Act as technical design authority for the programme recovery, setting and assuring the target architecture for the Dynamics 365 Customer Service and Contact Centre (CCaaS) estate without building it directly.
• Review and challenge the delivery partner's designs and estimates, keeping the solution fit for purpose, credible in scope, and aligned to the operational outcomes the programme has committed to.
• Ensure the architecture is future-proof across AI-driven intake and routing, integration and data, working alongside a dedicated Data/AI specialist who owns deeper delivery in that space.
• Provide design assurance across omnichannel and unified routing, case management, and SLA/entitlement configuration.
• Apply non-functional rigour to the target design, covering performance, security, licensing and total cost of ownership.
• Maintain stakeholder credibility across the end client, the delivery partner, and the operations/BPO partner within a multi-party delivery model.

Required Skills

• Deep, hands-on experience implementing Dynamics 365 Customer Service and Dynamics 365 Contact Centre (CCaaS) in live production environments
• AI intake and Copilot: classification, confidence thresholds, skills-based and language routing, agent assist
• Omnichannel, unified routing, case management and SLA/entitlement configuration
• Power Platform and integration architecture, with data foundation awareness (Dataverse, Fabric)
• Design assurance and governance — reviewing partner designs and challenging estimates and scope credibly
• Ability to translate operational requirements into a coherent, scalable solution design
• Non-functional rigour: performance, security, licensing and total cost of ownership
• Stakeholder credibility across a multi-party delivery model spanning the end client, an implementation partner and an operations/BPO partner