Senior Expert / Solution Architect in Microsoft Dynamics 365 Contact Center
Evangelical Lutheran Church in America2 months 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
About Evangelical Lutheran Church in America
The Evangelical Lutheran Church in America is a U.S. Christian denomination that coordinates churchwide programs, theological resources, and ministries for congregations, synods, and partners. Founded in 1988 and headquartered in Chicago, it serves about 3.3 million members in more than 9,000 worshiping communities across all 50 states and the Caribbean, funded primarily by congregational benevolence, donations, and endowments, and operating initiatives in leadership development, education, disaster response, and global mission.