About this role
Salary: £? - ? per year
Requirements: Extensive experience delivering enterprise contact centre and CRM transformation programmesDeep understanding of customer engagement platforms, modern cloud contact centre technologies and Microsoft Business ApplicationsExperience with Dynamics 365 Customer Engagement and Customer ServiceKnowledge of Contact Centre as a Service (CCaaS), enterprise architecture and solution architectureExperience with omnichannel engagement platforms and customer experience transformationKnowledge of AI and automation technologies, CRM strategy and transformation, and architecture governance and design authorityExperience with contact centre platforms such as Genesys, NICE, Five9 or AWS Connect, or equivalentKnowledge of Microsoft Teams telephony and integration, enterprise integration and service architecture, and cloud contact centre designExperience with technical assurance and architecture review boards Responsibilities: Own end-to-end solution architecture for large-scale contact centre and customer service transformation programmesDefine target-state architectures across Dynamics 365 Customer Engagement, Customer Service, CCaaS and customer experience platformsDesign scalable omnichannel customer engagement solutions across voice, digital, messaging and self-service channelsEstablish architecture standards, governance frameworks and design authority processesLead technology selection, solution assurance and architecture reviews across complex programmesDefine integration architectures connecting CRM, telephony, contact centre, AI and enterprise systemsDevelop strategic transformation roadmaps, operating models and enterprise capabilitiesCollaborate with senior stakeholders to align business objectives with technology strategy and delivery executionProvide leadership across architecture teams, delivery partners and programme governance forums Technologies: AIAWSArchitectCloudCRMGenesysOffice 365 More:
We are seeking a senior Dynamics 365 Contact Centre Solution Architect to lead the architecture, governance and strategic design of enterprise customer engagement and contact centre transformation programmes. This is a fully remote, 3–6-month contract role, inside IR35, paying £700–£730 per day.
last updated 41 week of 2026