Dynamics 365 Contact Center & Customer Service Technical Architect

Dynamics 365 Contact Center & Customer Service Technical Architect

Help Shape Modern Contact Centre Experiences with KPMG UK

KPMG’s Microsoft Business Solutions practice is one of the most experienced and fastest‐growing Microsoft transformation teams in the UK. We work with organisations to modernise customer operations using Dynamics 365 Contact Center, Dynamics 365 Customer Service, Power Platform, Azure, and Copilot‐first AI capabilities.

Our work spans modern contact centres, omnichannel service, intelligent agent and supervisor experiences, and integration with complex enterprise landscapes. We value clarity, pragmatism and strong engineering discipline, and we focus on delivering solutions that genuinely work in production.

The Role

As a Technical Architect specialising in Dynamics 365 Contact Center and Customer Service, you will play a hands‐on delivery leadership role, shaping and implementing the technical foundations of modern CCaaS and service solutions.

You will translate business and functional requirements into clear, scalable and supportable technical designs, with particular focus on voice and digital channels, unified routing, Dataverse, integrations, and AI‐enabled service experiences.

This is a delivery‐first role. You will stay close to the technology, guide development teams day‐to‐day, resolve complex technical issues, and ensure solutions are built in line with Microsoft best practice and KPMG engineering standards. You will also contribute technical insight during early shaping, proposals and solution options discussions.

Key Responsibilities

Technical Architecture & Design

• Define end‐to‐end technical designs for Dynamics 365 Contact Center and Customer Service, including voice, digital channels, omnichannel routing, Dataverse, Power Platform and Azure/teams telephony components.
• Own low‐level and high‐level technical design artefacts, ensuring designs are pragmatic, secure, performant and supportable.
• Make informed architectural trade‐offs and clearly articulate options, risks and constraints.

Contact Center & CCaaS Delivery

• Shape and support the implementation of voice, chat, email, messaging and social channels, including routing rules, queues, agent experiences and supervisor capabilities.
• Guide technical decisions around telephony, Azure Communication Services, integrations with third‐party CRM platforms, and migration from legacy contact centre solutions.
• Support configuration and extension of agent and supervisor experiences, including performance, resilience and scalability considerations.

Hands‐on Technical Leadership

• Provide day‐to‐day technical direction to developers across onshore, nearshore and offshore teams.
• Review code, troubleshoot complex issues and ensure implementation aligns to the agreed architecture.
• Stay actively involved through build, test, release and early‐life support.

Integration, Data & Environment Strategy

• Design and govern integrations using APIs, Azure Integration Services, Logic Apps, Azure Functions and event‐driven patterns.
• Shape data migration and coexistence approaches, including mapping, validation and cutover strategies.
• Support environment strategy, ALM and release management across multiple Dynamics and Power Platform environments.

Engineering & DevOps

• Promote modern engineering practices including Azure DevOps, Git‐based source control, automated build and deployment, and environment governance.
• Encourage maintainable design, sensible customisation, and a strong focus on non‐functional requirements.

AI & Modern Capability

• Support the use of Copilot for Service, Copilot Studio and conversational AI, helping teams and clients understand where AI adds genuine value in service journeys.
• Ensure AI‐enabled features are designed responsibly, securely and with operational readiness in mind.

Assurance & Quality

• Champion technical quality, security, performance and resilience.
• Identify technical risks early and work with delivery leadership to mitigate them.
• Ensure technical documentation is clear, current and genuinely useful.

Presales & Early Shaping

• Contribute technical insight to proposals, solution options, estimates and demos related to Dynamics 365 Contact Center and Customer Service.
• Support early architecture conversations and help shape credible delivery approaches.

What You’ll Bring

We do not expect every candidate to cover every area. What matters most is strong technical judgement, hands‐on Dynamics 365 experience, and the ability to guide teams calmly and clearly.

Essential

• Strong hands‐on experience delivering Dynamics 365 Customer Service and/or Contact Center solutions in a technical role.
• Experience with Dataverse, Power Platform (Power Automate, Power Apps) and extending Dynamics using plugins and JavaScript.
• Solid engineering background with C#, .NET, REST APIs and Azure‐based integration patterns.
• Experience designing and supporting integrations, data migration and environment strategies.
• Comfortable reviewing code, supporting quality, and troubleshooting complex delivery issues.
• Experience working with DevOps, Git, automated deployment and ALM.
• Ability to translate complex requirements into clear, maintainable technical designs.
• Confident engaging with clients and working as part of a multi‐disciplinary delivery team.
• Relevant Microsoft certifications or a clear commitment to achieving them.

Desirable

• Familiarity with Azure Communication Services and Teams telephony integration patterns.
• Experience with Power Platform Component Framework (PCF).
• Awareness of new Dynamics 365 releases and contact centre roadmap.
• Additional certifications across Power Platform, Azure or service management.

Why Join KPMG’s Microsoft Business Solutions Team?

• Work on modern contact centre programmes: Design and deliver solutions that genuinely improve customer and agent experiences.
• Be part of a strong technical community: Work alongside architects and engineers who share patterns, challenge thinking and support each other.
• Stay close to the technology: This is a hands‐on role where good engineering and delivery quality are valued.
• Develop technical leadership: Grow your impact through coaching, design ownership and technical assurance.
• Strong Microsoft partnership: Early access to new capability and close collaboration with Microsoft product teams.
• A culture that values clarity and pragmatism: We favour straightforward conversations, thoughtful design and sustainable solutions.

If this sounds like the kind of role you want to do, we’d genuinely love to speak with you.