Senior Expert / Solution Architect in Microsoft Dynamics 365 Contact Center
Evangelical Lutheran Church in America12 days ago
Pully, SwitzerlandStaff+
Responsibilities
- Act as a trusted advisor and align clients’ customer engagement objectives with Microsoft Dynamics 365 Contact Center solutions.
- Lead business workshops and discovery sessions to assess processes, identify pain points, and design future-state Contact Center operating models.
- Advise on migration strategies from on-premises or legacy telephony environments to cloud-based Contact Center platforms.
- Oversee the full project lifecycle from pre-sales and requirements through solution design, user acceptance testing, training, go-live, and hypercare.
- Serve as Design Authority, ensuring governed solutions and compliance with applicable data protection requirements.
- Lead and develop consultants and specialists while maintaining delivery commitments and quality standards.
- Act as the primary contact for strategic accounts and contribute to solution scoping, estimation, proposals, and client presentations.
Requirements
- At least ten years of professional experience in Contact Center or CX consulting.
- Proven experience leading end-to-end solution projects from pre-sales through deployment in complex, regulated environments.
- Solid expertise with Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service.
- Strong understanding of omnichannel customer journeys, case management, workforce engagement management, and AI-assisted service capabilities.
- Broad knowledge of the CCaaS landscape and hands-on experience with on-premises-to-cloud Contact Center migrations.
- Familiarity with governance frameworks and data protection requirements including GDPR and DPA.
- University degree, business IT qualification, or equivalent qualification.
- Strong analytical, presentation, facilitation, customer leadership, team management, and relationship-building skills.
- Fluency in spoken and written French and English; German is considered an asset.
Benefits
- Flexible working hours and hybrid working models.
- At least 25 days of annual leave.
- Modern ergonomic workplace in a multicultural environment.
- Half-fare public transport subscription and first-class rail travel for business purposes.
- Competitive pension fund schemes, worldwide private accident insurance, daily sickness benefits insurance, and attractive fleet conditions.
- Long-term professional growth and personal development opportunities.
Categories
Solutions Engineering