Dynamics 365 Contact Center Solutions Architect

🔥 0 minutes ago

🌐 Argentina, Peru, +4 more countries – Remote

🇦🇷 Argentina – Remote 🇵🇪 Peru – Remote 🇨🇴 Colombia – Remote 🇧🇷 Brazil – Remote 🇨🇱 Chile – Remote 🇲🇽 Mexico – Remote

💵 $50 / hour

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💻 Solutions Engineer

👻 Ghost score 0%

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Workana

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

👥 HR Tech

🏪 Marketplace

🎯 Recruiter

💰 Series C on 2024-02

HR Tech • Marketplace • Recruitment

Workana is a leading platform in Latin America that connects businesses with remote talent across various disciplines. With over a decade in the market, Workana specializes in providing businesses with pre-selected and certified developers and freelancers for specific time periods or project-based tasks. The platform supports hiring in diverse fields such as IT & Programming, Design & Multimedia, Writing & Translation, and more, offering payment flexibility in local currencies or USD. Workana ensures satisfaction with protected payments and a satisfaction guarantee, aiming to grow businesses quickly and sustainably by leveraging the best remote talent available.

📋 Description

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

🎯 Requirements

• Demonstrated hands-on implementation experience with Dynamics 365 Contact Center, including relevant Omnichannel capabilities. • Deep expertise in Microsoft Copilot Studio, with experience building, integrating, testing, and deploying conversational agents. • Practical 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 skills, including security, governance, deployment, and operational considerations. • Proven ability to lead client-facing technical discussions and explain complex solutions clearly. • Excellent spoken and written English. • Availability for initial meetings within the next two weeks and willingness to work on an hourly consulting basis. • Preferred: Experience with voice agents, conversational IVR, Azure AI services, and technical presales or proofs of concept.

🏖️ Benefits

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

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