Dynamics 365 CCaaS & Copilot Studio Architect

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Job Description:

Dynamics 365 CCaaS & Copilot Studio Architect

Location: Atlanta, GA | Chicago, IL | Vienna, VA
Employment Type: Full‑time
Work Authorization: U.S. authorized to work

Role Overview

Capgemini is seeking a Dynamics 365 CCaaS & Copilot Studio Architect to lead the end‑to‑end architecture, design, and technical governance of enterprise‑scale contact center and customer experience (CX) solutions built on the Microsoft ecosystem.

This role is responsible for translating business and CX requirements into secure, scalable, and highly available CCaaS architectures , while providing hands‑on architectural leadership across solution design, integrations, AI enablement, and deployment.

Key Responsibilities

CCaaS & CX Architecture

• Own the end‑to‑end architecture for Dynamics 365‑based Contact Center (CCaaS) solutions
• Design holistic solutions covering interaction intake, routing, agent experience, orchestration, integrations, security, and operational tooling
• Define CCaaS architecture patterns, standards, and guardrails to ensure platform consistency and extensibility
• Translate business and CX requirements into architecture designs that are scalable, maintainable, and secure

Dynamics 365 Platform Design

• Architect solutions across Dynamics 365 Customer Service including:
  • Case management, workflows, automation, SLAs, and knowledge management
• Design Omnichannel capabilities such as chat, messaging, email, and unified agent desktop workloads
• Architect voice and telephony integrations including routing, IVR, call handling, and recordings (where applicable)
• Design agent and supervisor experiences with queues, skills‑based routing, and performance visibility
• Ensure designs support operational KPIs such as service level, AHT, FCR, CSAT, and containment

Copilot Studio & AI Architecture

• Architect Copilot Studio‑based virtual agent and conversational AI solutions
• Design conversational flows, orchestration patterns, and AI‑assisted customer and agent interactions
• Define bot‑to‑agent handoff patterns with contextual awareness and escalation logic
• Establish AI integration patterns for self‑service, agent assist, knowledge surfacing, and automation
• Apply responsible AI, governance, and compliance principles

Integration Architecture

• Design end‑to‑end integrations between CCaaS platforms and enterprise systems using Azure‑based integration services
• Define interface contracts, canonical data models, and transformation logic
• Architect integrations across CRM, identity, telephony, workforce management, quality and recording systems, analytics platforms, and downstream systems of record
• Ensure integrations meet resiliency, performance, security, and scalability requirements

Data, Security & Non‑Functional Requirements

• Design CCaaS data architecture across Dataverse, interaction metadata, transcripts, cases, and operational metrics
• Define data governance, privacy, retention, and lineage controls, including PII protection
• Design security architecture using Microsoft Entra ID, role‑based access control, managed identities, Key Vault, and least‑privilege principles
• Define and validate non‑functional requirements including availability, scalability, performance, and disaster recovery

Environment, ALM & Delivery Governance

• Define environment strategies across development, test, UAT, pre‑production, and production
• Establish ALM and CI/CD patterns for Dynamics 365, Power Platform, Copilot Studio, and Azure components
• Produce and own architectural artifacts including HLDs, LLDs, integration designs, and solution standards
• Review implementations for architecture alignment and prevent design drift
• Provide hands‑on technical guidance to delivery teams and support cutover, go‑live, and stabilization

Required Qualifications

• 12+ years of experience in solution or technical architecture roles
• Deep hands‑on experience with contact center and customer service platforms
• Strong expertise in Dynamics 365 Customer Service and Omnichannel
• Proven experience architecting conversational AI and virtual agent solutions using Copilot Studio
• Strong Azure integration and security architecture background
• Experience designing enterprise‑scale, highly available solutions in regulated environments
• Excellent communication skills with the ability to influence technical and non‑technical stakeholders

Preferred Qualifications

• Large‑scale CCaaS modernization or transformation experience
• Power Platform architecture and governance experience
• Experience working in complex enterprise or financial services environments

The base compensation range for this role in the posted location is: $160,650 to 201,495/ yearly.

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.

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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.