D365 Contact Center Solution Architect

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role & Responsibilities

• Lead end-to-end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions
• Conduct requirement discovery and design workshops focused on contact center journeys
• Design voice, IVR, and omnichannel routing architectures aligned to business needs
• Define high-level and low-level architecture covering telephony, bots, integrations, security, and data flows
• Architect IVR call flows, intelligent routing, queue strategies, and agent experience
• Lead integration with telephony providers, bots (Copilot / Power Virtual Agents), and third-party systems
• Govern configuration, deployment, release planning, and environment strategy
• Ensure solution quality across build, test, UAT, and production readiness
• Own architecture documentation, HLD/LLD, design decisions, and implementation runbooks
• Support controlled handover to operations and support teams

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Skills

Must have

Nice to Have

Technical Skills (Core & Top-Up)

• Strong experience with Microsoft Dynamics 365 Contact Center
• Deep understanding of contact center operations (IVR, queues, routing, SLAs)
• Experience designing voice and digital customer journeys
• Knowledge of telephony fundamentals (call routing, IVR behavior, SIP concepts)
• Experience with bots, automation, and AI-assisted contact center workflows
• Strong documentation and solution governance capabilities

• Experience with enterprise CCaaS transformations
• Exposure to AI/NLP use cases in contact centers
• Experience with multi-region or global contact center deployments
• Familiarity with DevOps / CI-CD concepts for platform deployments

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Process & Tools

• Experience across the full lifecycle: design, build, test, UAT, deploy
• Familiarity with release management and change governance
• Ability to coordinate across architects, developers, QA, and operations teams
• Contribution to solution standards and reusable assets

• Vendor coordination during implementation and integration phases

Behavioral Skill

• Strong ownership and accountability mindset
• Clear and confident communication with senior stakeholders
• Structured, solution-oriented approach
• Ability to mentor technical teams and lead complex discussions
• Comfortable working in global, multi-stakeholder environments

• Experience of handling global customers

Mandatory Skills: Microsoft Dynamics 365 CC Admin

.Experience: 8-10 Years

.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.