Dynamics 365 Omnichannel Expert

Job Title: Dynamics 365 CE Technical / Solution Architect (Omnichannel & Contact Centre)

Location: Antwerp, Belgium (3 days onsite)

Project: Dynamics 365 Customer Engagement (CE) Transformation

Start Date: ASAP

Contract Type: Freelance Contract

—

About the Client

Our client is a global industrial organisation delivering a large-scale Dynamics 365 Customer Engagement transformation. They are looking to strengthen their architecture team with an experienced Dynamics 365 Technical / Solution Architect who specialises in Omnichannel and Contact Centre solutions. The client remains confidential at this stage.

—

Role Overview

We are looking for a senior Dynamics 365 CE Technical / Solution Architect with deep expertise in the Omnichannel for Customer Service and Contact Centre modules. This role requires someone who can bridge the gap between functional configuration and technical development, ensuring scalable, high-quality solutions across the Dynamics 365 platform.

The ideal consultant will have strong hands-on development experience, including plugin development, alongside extensive knowledge of customer service and telephony integrations. Previous experience working with Genesys or similar enterprise telephony platforms is highly desirable.

—

Key Responsibilities

· Design and deliver scalable Dynamics 365 CE architecture focused on Omnichannel and Customer Service.

· Act as the technical lead across Dynamics 365 Customer Engagement projects.

· Bridge the gap between functional consultants, developers and business stakeholders.

· Develop custom plugins and technical components where required.

· Design and support integrations between Dynamics 365 and enterprise telephony/contact centre platforms.

· Configure and optimise the Omnichannel for Customer Service solution.

· Provide architectural guidance and technical best practice throughout the project lifecycle.

· Support solution design, technical governance and deployment activities.

—

Candidate Requirements

· Extensive experience as a Dynamics 365 CE Technical Architect or Solution Architect.

· Strong technical knowledge of Microsoft Dynamics 365 Customer Engagement.

· Proven expertise with Omnichannel for Customer Service and Contact Centre capabilities.

· Experience developing custom plugins and extending the Dynamics 365 platform.

· Strong understanding of Dynamics 365 Customer Service.

· Experience integrating telephony solutions with Dynamics 365.

· Previous experience with Genesys is highly desirable; experience with other enterprise telephony platforms will also be considered.

· Ability to bridge functional configuration and technical solution delivery.

· Strong communication and stakeholder management skills.

· Experience working on complex enterprise Dynamics 365 implementations.

—

Contract Details

Location: Antwerp, Belgium (3 days onsite)

Duration: Initial contract with strong extension potential

Rate: Competitive daily freelance rate