Microsoft D365 CE (CCaaS & Customer Service AI) Solution Architect
- Hiring Organisation
- HCLTech
- Location
- England, United Kingdom
strategy using Copilot Studio. Design AI for Supervisors including real-time dashboards, conversation intelligence, and sentiment analytics. Guide implementation of Intelligent IVR leveraging Azure Communication Services or integrated CCaaS platforms. Platform Integration & Governance Oversee the integration of telephony systems (e.g., Genesys, NICE, Five9, Azure Communication Services … profiles). Expertise in AI-powered features: agent assist, conversation intelligence, call transcription, sentiment scoring. Experience with Power Platform, including Power Automate, Power Apps, and Power Virtual Agents. Solid knowledge of Azure components such as Azure Communication Services, Bot Framework, Logic Apps ...