Contact Center Architect

Capgemini • New York, NY

8d • $135,549 - $176,139

About The Position

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.Job DescriptionCore Experience

12 years in Microsoft Dynamics 365 CRM architecture3 years in Contact Center or Customer Service transformation programsStrong experience with Dynamics 365 Contact Center andor Customer Service Omnichannel
Technical Skills

Dynamics 365 Customer Service Contact Center DataversePower Platform Power Apps Power Automate Copilot StudioAzure integration services Functions Logic Apps Service Bus API ManagementOmnichannel routing IVR bots CTI Teams integrationReporting insights using Power BI Customer Service InsightsDevOps CICD environment strategy and ALM
Domain Soft Skills

Strong understanding of Contact Center operations and KPIsFinancial Services or regulated industry experience preferredExcellent clientfacing storytelling and stakeholder management skillsAbility to translate business outcomes into technical architectureKey Responsibilities

Solution Architecture Leadership

Define end to end Dynamics 365 Contact Center architecture across voice digital channels case management knowledge WFM and analyticsDesign Copilotfirst service experiences including virtual agents agent assist case summarization and supervisor insightsOwn architecture decisions for omnichannel routing IVR bots CTItelephony and Teams Phone integrationEstablish scalable secure and compliant architectures suitable for regulated Financial Services environmentsContact Center Service Capabilities

Architect selfservice virtual agents conversational IVR and agentassisted service experiencesDesign agent desktop experiences using Dynamics 365 Power Apps and embedded CopilotEnable supervisor capabilities including monitoring whisperbargein forecasting scheduling and performance insightsDrive KPI alignment to AHT FCR CSATNPS containment and costtoserveIntegration Platform Architecture

Define integration patterns using Azure Functions Logic Apps Service Bus APIs and DataverseIntegrate with core banking policy claims CRM data platformsLead data migration customer 360 design and eventdriven architecturesEnsure seamless coexistence with existing CRMs or legacy CCaaS platforms ripandreplace or hybrid modelsDelivery Governance PreSales

Act as technical authority across delivery programs and pursuitsLead architecture workshops solution blueprints and PoCsSupport RFPRFQ responses estimations and client presentationsMentor architects and engineering teams enforce best practices and Microsoft product roadmapsPreferred Good to Have

Experience with Copilot Generative AI and AIassisted service designWorkforce Management forecasting scheduling QA exposureExperience modernizing legacy CCaaS platformsMicrosoft certifications Dynamics 365 Power Platform AzureThe base compensation range for this role in the posted location is 135549 - 176139
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.
It is not typical for candidates to be hired at or near the top of the posted compensation range.
In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers
Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect.  We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Click the following link for more information on your rights as an Applicant in the United States.  http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Requirements

• 12 years in Microsoft Dynamics 365 CRM architecture
• 3 years in Contact Center or Customer Service transformation programs
• Strong experience with Dynamics 365 Contact Center andor Customer Service Omnichannel
• Dynamics 365 Customer Service Contact Center DataversePower Platform Power Apps Power Automate Copilot StudioAzure integration services Functions Logic Apps Service Bus API ManagementOmnichannel routing IVR bots CTI Teams integrationReporting insights using Power BI Customer Service InsightsDevOps CICD environment strategy and ALM
• Strong understanding of Contact Center operations and KPIs
• Financial Services or regulated industry experience preferred
• Excellent clientfacing storytelling and stakeholder management skills
• Ability to translate business outcomes into technical architecture

Nice To Haves

• Experience with Copilot Generative AI and AIassisted service design
• Workforce Management forecasting scheduling QA exposure
• Experience modernizing legacy CCaaS platforms
• Microsoft certifications Dynamics 365 Power Platform Azure

Responsibilities

• Define end to end Dynamics 365 Contact Center architecture across voice digital channels case management knowledge WFM and analytics
• Design Copilotfirst service experiences including virtual agents agent assist case summarization and supervisor insights
• Own architecture decisions for omnichannel routing IVR bots CTItelephony and Teams Phone integration
• Establish scalable secure and compliant architectures suitable for regulated Financial Services environments
• Architect selfservice virtual agents conversational IVR and agentassisted service experiences
• Design agent desktop experiences using Dynamics 365 Power Apps and embedded Copilot
• Enable supervisor capabilities including monitoring whisperbargein forecasting scheduling and performance insights
• Drive KPI alignment to AHT FCR CSATNPS containment and costtoserve
• Define integration patterns using Azure Functions Logic Apps Service Bus APIs and Dataverse
• Integrate with core banking policy claims CRM data platforms
• Lead data migration customer 360 design and eventdriven architectures
• Ensure seamless coexistence with existing CRMs or legacy CCaaS platforms ripandreplace or hybrid models
• Act as technical authority across delivery programs and pursuits
• Lead architecture workshops solution blueprints and PoCs
• Support RFPRFQ responses estimations and client presentations
• Mentor architects and engineering teams enforce best practices and Microsoft product roadmaps

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed