Job Title – MS D365 Contact Center Architect
Company – TCS (MEA)
Location – Dubai, United Arab Emirates
Job type – Full time
About Us :
Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that has been partnering with many of the world's largest businesses in their transformation journeys for over 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. This is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development.
A part of the Tata group, India's largest multinational business group, TCS has over 616,171 of the world's best-trained consultants with 157 nationalities in 53 countries. For more information, visit www.tcs.com and follow TCS news at @TCS_News.
Job Description:
Key Responsibilities:
- Lead the architecture and design of Microsoft D365 Contact Centre solutions leveraging Dynamics 365 Customer Service, Copilot Studio, and Power Platform.
- Serve as the architectural lead for projects, ensuring overall solution design and technical integrity.
- Design highly available, scalable, and secure enterprise contact center solutions.
- Define architecture for Copilot Studio, AI Agents, and Generative AI capabilities.
- Define and implement integration strategies with external systems and CRMs using Azure Logic Apps, Power Automate, and APIs.
- Validate customer requirements and assess feasibility for messaging channels.
- Establish and maintain architecture documentation and governance policies for consistent usage.
- Act as a liaison between business and technical teams, translating business requirements into technical solutions.
- Implement security frameworks, ensure compliance as per Customer Region/ requirement and configure role-based access controls (RBAC).
- Define and oversee testing strategies for unit, integration, and user acceptance testing (UAT).
- Mentor developers, lead technical teams, and collaborate with stakeholders to ensure successful delivery.
Required Skills & Experience:
- 10+ years of experience in Contact Centre technologies.
- 3+ years in solution architecture, designing scalable and secure Contact Centre solutions.
- Hands-on experience with CCaaS solutions, including , Agentic AI, telephony, routing, self-service capabilities, and Gen AI capabilities.
- Strong proficiency in Contact Center, D365 CS, Copilot Studio, and Power Platform.
- Expertise in Azure Logic Apps, Power Automate, and API-based integrations.
- Knowledge of security frameworks and compliance standards (GDPR, HIPAA, RBAC).
- Experience defining and managing testing strategies (unit, integration, UAT).
- Strong leadership skills with experience mentoring technical teams and engaging business stakeholders.
Preferred Qualifications:
- MB-230 Certification- Microsoft Dynamics 365 Customer Service Functional Consultant
- PL-900 Certification: Microsoft Certified: Power Platform Fundamentals
- Attended L200 Microsoft Online Course.
Thank you for expressing interest in this role at TCS. We will review your application and reach out to you if your profile aligns with our requirements for this opportunity.
Application Deadline: 15 - July-2026
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