MS D365 Contact Center Architect
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Key skills for this role
About the Role
Tata Consultancy Services is seeking a D365 Contact Centre Architect to lead the architecture and design of scalable, secure, and AI-enabled customer engagement solutions using Microsoft Dynamics 365 Contact Center, Copilot Studio, and Power Platform.
Key Skills for This Role
Responsibilities
- Lead the architecture and design of Microsoft D365 Contact Centre solutions leveraging Dynamics 365 Customer Service, Copilot Studio, and Power Platform
- Serve as the architectural lead for projects, ensuring overall solution design and technical integrity
- Design highly available, scalable, and secure enterprise contact center solutions
- Define architecture for Copilot Studio, AI Agents, and Generative AI capabilities
- Define and implement integration strategies with external systems and CRMs using Azure Logic Apps, Power Automate, and APIs
- Validate customer requirements and assess feasibility for messaging channels
- Establish and maintain architecture documentation and governance policies for consistent usage
- Act as a liaison between business and technical teams, translating business requirements into technical solutions
- Implement security frameworks, ensure compliance as per Customer Region/ requirement and configure role based access controls (RBAC)
- Define and oversee testing strategies for unit, integration, and user acceptance testing (UAT)
- Mentor developers, lead technical teams, and collaborate with stakeholders to ensure successful delivery
Requirements
- 10+ years of experience in Contact Centre technologies
- 3+ years in solution architecture, designing scalable and secure Contact Centre solutions
- Hands on experience with CCaaS solutions, including Agentic AI, telephony, routing, self service capabilities, and Gen AI capabilities
- Strong proficiency in Contact Center, D365 CS, Copilot Studio, and Power Platform
- Expertise in Azure Logic Apps, Power Automate, and API based integrations
- Knowledge of security frameworks and compliance standards (GDPR, HIPAA, RBAC)
- Experience defining and managing testing strategies (unit, integration, UAT)
- Strong leadership skills with experience mentoring technical teams and engaging business stakeholders
Full Job Posting
About Us
- Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization partnering with many of the world's largest businesses for over 50 years.
- TCS offers a consulting led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions.
Role Overview
- Responsible for architecting, designing, and delivering scalable, secure, resilient, and AI enabled customer engagement solutions using Microsoft Dynamics 365 Contact Center (CCaaS), Customer Service, Copilot Studio, Power Platform, Azure, and enterprise integration services.
- This role leads end to end solution architecture across AI Agents, automation, OP CRM integrations, analytics, and operational governance to deliver seamless customer and agent experiences.
Key Responsibilities
- Lead the architecture and design of Microsoft D365 Contact Centre solutions leveraging Dynamics 365 Customer Service, Copilot Studio, and Power Platform.
- Serve as the architectural lead for projects, ensuring overall solution design and technical integrity.
- Design highly available, scalable, and secure enterprise contact center solutions.
- Define architecture for Copilot Studio, AI Agents, and Generative AI capabilities.
- Define and implement integration strategies with external systems and CRMs using Azure Logic Apps, Power Automate, and APIs.
- Validate customer requirements and assess feasibility for messaging channels.
- Establish and maintain architecture documentation and governance policies for consistent usage.
- Act as a liaison between business and technical teams, translating business requirements into technical solutions.
- Implement security frameworks, ensure compliance as per Customer Region/ requirement and configure role based access controls (RBAC).
- Define and oversee testing strategies for unit, integration, and user acceptance testing (UAT).
- Mentor developers, lead technical teams, and collaborate with stakeholders to ensure successful delivery.
Required Skills & Experience
- 10+ years of experience in Contact Centre technologies.
- 3+ years in solution architecture, designing scalable and secure Contact Centre solutions.
- Hands on experience with CCaaS solutions, including Agentic AI, telephony, routing, self service capabilities, and Gen AI capabilities.
- Strong proficiency in Contact Center, D365 CS, Copilot Studio, and Power Platform.
- Expertise in Azure Logic Apps, Power Automate, and API based integrations.
- Knowledge of security frameworks and compliance standards (GDPR, HIPAA, RBAC).
- Experience defining and managing testing strategies (unit, integration, UAT).
- Strong leadership skills with experience mentoring technical teams and engaging business stakeholders.
Preferred Qualifications
- MB 230 Certification Microsoft Dynamics 365 Customer Service Functional Consultant
- PL 900 Certification: Microsoft Certified: Power Platform Fundamentals
- Attended L200 Microsoft Online Course.
Additional Information
- Application Deadline: 18 July 2026
- Privacy Note: https://www.tcs.com/connect with tcs/privacy policy
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