Microsoft D365 CE Solution Architect - Birmingham

- Own the end-to-end solution design for CCaaS implementations on Dynamics 365, covering customer service and omnichannel engagement - Lead the design of the Copilot Service Workspace, configuring and extending for agent productivity and efficiency - Define architecture for channel integration including voice, chat, email, WhatsApp, social media, and custom channels - Architect solutions leveraging AI for Agent Assist, including real-time suggestions, knowledge surfacing, and context-aware automation - Collaborate with HCLTech Architects to define the chatbot strategy using Copilot Studio - Design AI for Supervisors including real-time dashboards, conversation intelligence, and sentiment analytics - Guide implementation of Intelligent IVR leveraging Azure Communication Services or integrated CCaaS platforms - Oversee the integration of telephony systems into Dynamics 365 via certified connectors or custom middleware - Work with the Data Architect to define data strategy and architecture for interaction history and insights-driven routing - Ensure robust governance across environments, security roles, compliance, and performance management - Collaborate with developers, functional consultants, and client architects to deliver scalable, supportable designs - Review and approve solution documentation including architecture blueprints, integration specs, and API definitions - Lead technical workshops and architecture governance boards with stakeholders and vendors - Contribute to pre-sales solutioning, technical scoping, and effort estimation as required - Help resolve design conflicts or business process decisions across streams - Provide support to coordinate various teams/workstreams to ensure collaboration