Contact Center Architect Manager

Avanade Company•Dallas, TX

About The Position

At Avanade we create change for a living, and joining us is your chance to do the same. Founded in 2000 by Accenture LLP and Microsoft Corporation, we have 50,000 people in more than 20 countries helping the world’s biggest and most innovative organizations realize results in a digital world – with business technology solutions, cloud and managed services that combine insight, innovation and expertise in Microsoft technologies. Find out more at avanade.com/careers The D365 Customer Engagement (Customer Service) Business Solution Advisor is responsible for driving revenue for the D365 Customer Engagement (Customer Service) business, globally, through prospecting, acquisition, development, and expansion customer opportunities. JOB SUMMARY: The D365 Customer Engagement (Customer Service) Business Solutions Advisor (BSA) will provide technical and solution envisioning expertise to the Avanade and Accenture sales teams. The BSA will help develop and execute sales strategies, drive proposal efforts and provide technical sales support. The BSA will specialize in Microsoft Dynamics Customer Engagement Solutions for Customer Service and therefore provide deep expertise in lead qualification, opportunity assessment, opportunity development and proposal development. This role will be cross-industry. What you'll do: Sales Support (60%) · Proactively deliver strategic messages and roadmaps to both new and existing customers within the Local Account Groups · Work with the Business development (sales) team to develop and execute selling strategies · Provide pre-qualification expertise to evaluate customers' business needs and align them based upon Avanade differentiators · Consistently build depth in breadth in technology expertise through Avanade’s multiple tools, mandated training, access to enterprise cutting edge engagements · Help the customer see what is possible with technology (visionary) · Manage customer information using internal tools such as the internal CRM system, deal pricing tool, and/or regional sales spreadsheets · Deliver quality presentations (both written and oral) and customized product demonstrations (POC) · Serve as the Solution lead for new opportunities and direct large proposal efforts · Understand customer business requirements to the depth you are able to spark conversation around new opportunities (what is possible with technology) Solution Development (30%) · Build relationships with Accenture, Microsoft, industry groups and customers · Give input to the Global COE Team in developing and executing plans for brand development, customer referrals, market awareness and market positioning · Represent Avanade at relevant customer and industry events and write POV documents/conduct webinars which create positive exposure for Avanade’s brand · Contribute to the development of Avanade intellectual property, including assets and knowledge capital · Evangelize the Customer Service/Contact Centre solutions across the Global regions Customer Delivery (10%) · Project kickoff support · Customer/Prospect training OBJECTIVES / METRICS for Avanade Customer Engagement BSA: · Sales Support (sales and revenue targets) · Solution Assets · Harvesting of field-generated assets · Continual Growth and Maintaining of technical skills and certifications · Avanade Capability Readiness and Thought Leader (MU and Sales) · Be active in Avanade technology communities & demonstrate leadership · Be active in Customer Service/Contact Centre communities & demonstrate leadership . Skills & Experience: · Deep functional and technical acumen and understanding of Microsoft Dynamics CE for Customer Service, Nuance, Copilot Studio (AKA PVA) · Understand and articulate integration architectures including development tools/products, and standards · Strong customer service orientation · Business Process Analysis and Design · Contact/Call Center ISV solutions · Strong knowledge of the following Microsoft (and underlying technologies): Azure, Voice (including ACS and Teams), Power Platform, Office365 About you: · Minimum BS/BA in a technical discipline or equivalent. · 10+ years experience in CRM either in pre sales, customer solution development. A delivery background is desirable. · 10+ years exposure to Contact Centre technologies (eg. Nice, Genesys, Avaya, SAP); · Data & AI, ERP experience is considered an asset · Technical/Other Skills: SFDC knowledge is an asset. · Demonstrated success in the leading and managing of people in a team-based environment. · Excellent presentation skills. · Strong written and verbal communication skills. · Strong consulting and client facing skills. Avanade® Is An Equal Opportunity Employer. Avanade prohibits discrimination and harassment against any employee or applicant for employment because of race, color, age, religion, sex, national origin, sexual identity or expression, sexual orientation, disability, veteran, military or marital status, genetic information or any other protected status. Compensation at Avanade varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Avanade provides a reasonable range of compensation for roles that may be hired as set forth below. We anticipate this job posting will be posted on 03/19/2026 and open for at least 3 days. Avanade offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here: U.S. Employee Benefits | Avanade Role Location Annual Salary Range California 148,000- 175,000 Cleveland 128,000- 152,000 Colorado 128,000- 152,000 District of Columbia 148,000- 175,000 Illinois 143,000- 170,000 Maryland 148,000- 175,000 Massachusetts 148,000- 175,000 Minnesota 143,000- 170,000 New York 156,000- 186,000 New Jersey 128,000- 152,000 Washington 148,000- 175,000 .

Requirements

Deep functional and technical acumen and understanding of Microsoft Dynamics CE for Customer Service, Nuance, Copilot Studio (AKA PVA)
Understand and articulate integration architectures including development tools/products, and standards
Strong customer service orientation
Business Process Analysis and Design
Contact/Call Center ISV solutions
Strong knowledge of the following Microsoft (and underlying technologies): Azure, Voice (including ACS and Teams), Power Platform, Office365
Minimum BS/BA in a technical discipline or equivalent.
10+ years experience in CRM either in pre sales, customer solution development. A delivery background is desirable.
10+ years exposure to Contact Centre technologies (eg. Nice, Genesys, Avaya, SAP);
Demonstrated success in the leading and managing of people in a team-based environment.
Excellent presentation skills.
Strong written and verbal communication skills.
Strong consulting and client facing skills.

Nice To Haves

Data & AI, ERP experience is considered an asset
Technical/Other Skills: SFDC knowledge is an asset.

Responsibilities

Proactively deliver strategic messages and roadmaps to both new and existing customers within the Local Account Groups
Work with the Business development (sales) team to develop and execute selling strategies
Provide pre-qualification expertise to evaluate customers' business needs and align them based upon Avanade differentiators
Consistently build depth in breadth in technology expertise through Avanade’s multiple tools, mandated training, access to enterprise cutting edge engagements
Help the customer see what is possible with technology (visionary)
Manage customer information using internal tools such as the internal CRM system, deal pricing tool, and/or regional sales spreadsheets
Deliver quality presentations (both written and oral) and customized product demonstrations (POC)
Serve as the Solution lead for new opportunities and direct large proposal efforts
Understand customer business requirements to the depth you are able to spark conversation around new opportunities (what is possible with technology)
Build relationships with Accenture, Microsoft, industry groups and customers
Give input to the Global COE Team in developing and executing plans for brand development, customer referrals, market awareness and market positioning
Represent Avanade at relevant customer and industry events and write POV documents/conduct webinars which create positive exposure for Avanade’s brand
Contribute to the development of Avanade intellectual property, including assets and knowledge capital
Evangelize the Customer Service/Contact Centre solutions across the Global regions
Project kickoff support
Customer/Prospect training