Dynamics 365 Contact Center & Customer Service Architect
Shape Customer and Colleague Service Experiences with KPMG UK
KPMG’s Microsoft Business Solutions practice is one of the most experienced and fastest‑growing Microsoft transformation teams in the UK. We work with organisations to modernise customer service and contact centre operations using Dynamics 365 Contact Center, Dynamics 365 Customer Service, Power Platform, and Copilot‑enabled experiences.
Our focus is on designing service models that work in practice — across voice and digital channels, agent and supervisor experiences, and end‑to‑end customer journeys. We value clarity, empathy for users, and functional designs that are grounded in real operational needs.
The Role
As a Functional Architect specialising in Dynamics 365 Contact Center and Customer Service, you will be responsible for owning the functional design of modern contact centre and service solutions.
You will work closely with clients, product owners and delivery teams to understand service operations, customer journeys and business outcomes, and translate them into clear, implementable functional designs using standard Dynamics 365 capabilities wherever possible.
This is a hands‑on delivery role. You will lead functional workshops, shape solution configuration, guide functional consultants, and support delivery through build, test and go‑live. You will partner closely with Technical Architects to ensure functional designs are feasible, scalable and aligned to the overall solution architecture.
Key Responsibilities
Functional Solution Design
Contact Center & Omnichannel Design
Client & Stakeholder Engagement
Configuration & Delivery Support
Adoption, Quality & Governance
Collaboration with Technical Architecture
Presales & Early Shaping
What You’ll Bring
We do not expect every candidate to cover every area. What matters most is strong functional design capability, contact centre understanding, and confidence working with clients and delivery teams.
Essential
Desirable
Why Join KPMG’s Microsoft Business Solutions Team?
If this sounds like the kind of role you want to do, we’d genuinely love to speak with you.
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