Impactive IT
Microsoft 365 Architect - Contact Centre
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Microsoft 365 Architect - Contact Centre
Design the future of AI-powered customer engagement.
Impactive IT are supporting a UK leading Microsoft Solutions Partner following the award of several major transformation programmes. As a result, we're looking for an experienced Microsoft 365 Architect with Contact Centre experience to play a pivotal role in designing and delivering modern, cloud-based contact centre solutions for enterprise customers.
This is a hands-on architecture role where you'll work closely with clients, technical teams, and senior stakeholders to define target architectures, unblock delivery, and ensure scalable, secure, and user-centric customer service platforms are successfully implemented.
You'll be joining a highly experienced Microsoft practice delivering complex digital transformation projects across the UK, with a strong focus on AI, automation, and the Microsoft ecosystem.
What you'll be doing
- Lead the architecture and design of enterprise Contact Centre solutions.
- Work with business and technical stakeholders to understand customer requirements and translate them into scalable technical solutions.
- Define end-to-end solution architecture, integration patterns, and implementation roadmaps.
- Provide technical leadership to delivery teams throughout the project lifecycle.
- Support solution governance, design assurance, and architecture reviews.
- Collaborate with Solution Architects, Developers, and Functional Consultants to ensure successful delivery.
- Identify technical risks, dependencies, and opportunities to improve customer experience through automation and AI.
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We're looking for experience with:
- Microsoft Dynamics 365 Contact Centre
- Dynamics 365 Customer Service
- Omnichannel for Customer Service
- Microsoft Copilot and AI capabilities
- Power Platform
- Azure Integration Services
- Enterprise solution architecture
- Contact Centre modernisation programmes
- CRM and customer engagement platforms
- Stakeholder management at both technical and executive level
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Ideal background
- Proven experience architecting enterprise Contact Centre or Customer Service solutions.
- Strong understanding of the Microsoft Business Applications ecosystem.
- Experience working within a consultancy or delivering projects for multiple enterprise clients.
- Excellent communication skills with the ability to engage confidently with both business and technical audiences.
- Comfortable leading design workshops and driving technical decision-making.
Contract Details
- Contract: 6-months
- Location: UK-based
- Work Model: Hybrid/Remote
- Rate: £600 - £650pd Outside IR35
- Start: Immediate start available
If you're a Contact Centre Architect with experience delivering complex Microsoft-based customer engagement solutions and are looking for your next contract, we'd love to hear from you.
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