D365 Omnichannel /D365 CCasS Solution Architect

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The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, and intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market-leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

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Join us and be part of this journey towards greater opportunities and brighter futures.

Job Summary: We are seeking an experienced Senior Manager/Sr. Professional I, Global Telecom to lead and manage enterprise contact center and telecom infrastructure across global operations. The ideal candidate will have strong hands-on experience with modern CCaaS platforms, SIP technologies, and enterprise telephony systems, along with proven leadership skills to manage teams and drive transformation initiatives.

Key Responsibilities:

• Manage and support CCaaS platforms including Microsoft Dynamics 365 Contact Center, Microsoft Copilot Studio, Microsoft Power Automate, and NICE CXone.
• Lead the design, deployment, and optimization of cloud-based contact center solutions.
• Manage enterprise telephony environments including Avaya Aura components such as Avaya ACD, Session Manager, System Manager, Voicemail, and CMS.
• Oversee day-to-day telecom and contact center operations ensuring high system availability and performance.
• Lead telecom and CCaaS transformation projects including migrations, upgrades, and platform consolidation.

Qualifications:

• Hands-on expertise with CCaaS platforms (Microsoft D365 Contact Center, NICE CXone).
• Strong knowledge of Avaya telephony systems and ACD environments.
• Deep understanding of SIP protocols and voice security.
• Experience leading global telecom teams and managing enterprise platforms.
• Solid understanding of ITIL framework and service management processes.