Senior Expert / Solution Architect in Microsoft Dynamics 365 Contact Center

pA core focus of our activities is the implementation and optimization of Microsoft Dynamics 365 Contact Center, helping our clients in demanding sectors such as financial services, insurance and luxury to modernize their customer engagement platforms and transition to high-performing cloud and AI based platforms. Our approach is grounded in a strict alignment between business objectives and technological solutions. To strengthen our growing team, we are seeking an experienced Senior Expert who will lead complex CX transformation initiatives and act as a Trusted Advisor to our clients, and a Solution Architect for our activities in Switzerland. /p h3Responsibilities /h3 ul liYou act as a trusted advisor to our clients, helping them define their customer engagement vision and ensuring a consistent alignment between businessobjectivesand the Dynamics 365 Contact Center solution throughout the engagement. /li liYou lead business workshops and discovery sessions with clients' operational, customer service and IT stakeholders to map current processes,identifypain points and design future-state Contact Center operating models. /li liYou advise clients on their migration strategy from on-premises or legacytelephonyenvironments to Dynamics 365 Contact Center,taking into accounttheir operational constraints, regulatory requirements andchangemanagement needs. /li liYou oversee the full project lifecycle from pre-sales through requirements, solution design, user acceptance testing, end-user training andhypercare, ensuring a sustainable and successfulgo-live. /li liYou act as Design Authority on your engagements, ensuring that solution decisions are consistent, well-governed and compliant with applicable data protection requirements. /li liYou lead and develop a team of consultants and specialists, fostering cross-functional collaboration and ensuring adherence to delivery commitments and quality standards. /li liYou serve as the primary point of contact for strategic accounts, guaranteeing servicequalityand ensuring solutions align with complex client needs. /li liYou contribute actively to pre-sales activities, including solution scoping, effort estimation, proposalwritingand client presentations. /li /ul h3WhatWeOffer /h3 ul liA key role within a leading and well-established Swiss IT service provider,recognizedfor delivering high-quality solutions based onstate-of-the-arttechnologies. /li liThe opportunity to actively shape the development of our Microsoft Dynamics 365 Contact Center practice in Switzerland and to contribute to strategic client engagements. /li liA professional environmentcharacterizedby short decision paths, pragmaticcollaboration,anda strong teamspirit across business units. /li liAttractive opportunities for long-term professional growth and personal development. /li liA healthy work-life balance with flexible working hours, hybrid working models, at least25 daysof annualleave,and a modern, ergonomic workplace in a multicultural environment. /li liA comprehensive benefits package, including a half-fare public transport subscription, first-class rail travel for business purposes, competitive pension fund schemes, worldwide private accident insurance, progressive daily sickness benefitsinsuranceand attractive fleet conditions. /li /ul h3YourProfile /h3 ul liYou bring at least ten years of professional experience in Contact Center or CX consulting, with a proventrack recordof leading end-to-end solution projects from pre-sales to deployment in complex, regulated environments. /li liYou are passionate about the transformation AI is bringing to modern Contact Centers and customer service operations. /li liYou have solidexpertisewith Microsoft Dynamics 365 Contact Center andDynamics 365 Customer Service, with a strong understanding of omnichannel customer journeys, case management, workforce engagementmanagementand AI-assisted service capabilities. /li liYou have a broad knowledge of theCCaaSlandscape and hands-on experience managingon-premisesto cloud Contact Center migrations. /li liYou are familiar with governance frameworks and data protection requirements (GDPR, DPA) applicable to Contact Centerenvironments andcan take a Design Authority roleinyour engagements. /li liYouholda university degree, businessITorequivalentqualification. /li liYou bring strong analytical skills and the ability to structure complex operational challenges, translate them into clear solutiondesignsand communicate them convincingly to both business and IT audiences. /li liYou are a confident, customer-oriented leader with excellent presentation and facilitation skills, experienced in managing teams and building trusted relationships at all levels of a clientorganization. /li liYou are fluent in French and English, both spoken and written. Knowledge of German is considered an asset. /li /ul pWe are committed to strong corporate values andfirmly believethat diversity is a key success factor. If you approach challenges with professionalism,curiosity,and entrepreneurial drive, you will feel at home with us. /p #J-18808-Ljbffr