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CXM Technical Architect Microsoft Contact Centre

2 months ago

England, United Kingdom Node4 Ltd Full time

Become a change maker and join Node4.

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us.

So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.


About the role

Node4 has an exciting opportunity for an experienced Technical Architect focused on Contact Centre solutions that usually also incorporate the wider Microsoft Dynamics and Azure ecosystem. As a technical architect, you will be at the forefront of our projects, responsible for ensuring best practice and supporting and guiding our technical build team ensuring we are providing the best technical solutions to our clients. We also expect our architects to build strong relationships with our clients and guide them towards the best solution for their business. You’ll be personable and an effective communicator with significant experience across the Microsoft Business Applications eco-system.

The ideal candidate will have previously guided teams of technical individuals on projects. They will have experience of having successfully designed and implemented effective Contact Centre solutions and supported senior stakeholders with realising their business vision with the right technology.


Key Tasks

  • Provide technical leadership and set the direction for D365 and Power Platform projects.
  • Develop high-level architectural designs and solutions. Guide project teams, assist in issue resolution, and provide expert advice on Microsoft based solutions.
  • Design solutions that are scalable, robust, supportable and secure.
  • Collaborate with senior stakeholders to translate business needs into strategic technology solutions.
  • Ensure that the solutions adhere to Microsoft's recommended best practices.
  • Facilitate communication and cooperation between consultants, development teams, stakeholders, and clients.
  • Support Project Managers with technical governance.
  • Provide the Node4 delivery teams with strategic thinking and support to deliver the technical vision.
  • Support the functional teams and empower and encourage them to build prototypes to tell a story and bring a proposed solution to life.
  • Champion early intervention in projects to support the transition from sales to delivery and influence mobilisation, planning and resourcing.
  • Remain up to date with new feature releases, understand them and propose them to clients with rationale such as process efficiency.


Essential Skills & Qualifications

  • Significant exposure to a wide range of Contact Centre technologies and their application in modern omni-channel operations.
  • Deep technical experience of modern telephony solutions that augment the Microsoft Contact centre solution including SIP based networking, Intelligent Network solutions and the delivery of Telephony BCP applications.
  • Be able to demonstrate detailed understanding of technology solutions that deliver the following: Workforce Management, Quality Assurance, Speech and DTMF based Automation, Automatic outbound dialler solutions and other non-voice channels.
  • Broad understanding is the operational deployment, configurations and use of the contact centre technology being delivered.
  • Deep understanding of the application of AI within contact centre solutions.
  • Technical implementation level knowledge and experience in Microsoft Business Applications and Power Platform with multiple years of architectural experience of enterprise programmes.
  • Experience and focus on complex integration and customisation and coding best practices.
  • Knowledgeable about the full range of software architecture disciplines, ideally with experience of TOGAF or Zachman architecture principles
  • Practical and pragmatic experience in balancing quality assurance against the demands of timeline and commerciality.
  • Exceptional interpersonal skills, with a talent for mentoring other team members and guiding them in achieving results.
  • Ability to clearly communicate technical information to both technical and non-technical stakeholders.
  • Programming Languages (practical understanding of when to apply and why)
  • C#
  • JavaScript
  • TypeScript
  • Power Platform Specific Skills:
  • Power Apps: Proficiency in creating canvas and model-driven apps, understanding their capabilities, limitations, and best use cases.
  • Power Automate (Cloud Flows): Skill in automating processes and integrating various applications and services using Power Automate.
  • Power BI: Knowledge of data visualisation and business intelligence to create insightful dashboards and reports.
  • Power Pages: Knowledge of implementing the various Power Pages templates into Dynamics 365 or Power Apps. Understanding of the security model used by Power Pages as well as authentication methods and providers.
  • Power Virtual Agents/Copilot: Understanding of how to create and integrate chatbots into the Dynamics 365 ecosystem.
  • First Party Applications Knowledge:
  • Detailed understanding of the Microsoft Contact Centre solution with exposure to the VNext platform
  • Good understanding of Dynamics 365 applications including Sales, Customer Service, Marketing and Field Service. Ability to recommend when to use these applications to meet specific business requirements and integrate them seamlessly with existing systems.
  • Ability to map business requirements to Dynamics 365 first party application capabilities ensuring that solutions are both practical and optimal.
  • Understanding of Microsoft’s Dynamics 365 licensing models and the use of common and restricted tables across the first party apps and Power Apps.
  • Experience with migrating from legacy systems to modern Dynamics first party applications.
  • Familiarity with migrating first party apps configuration data and metadata from development environments through to higher environments using an ALM pipeline.
  • Application Lifecycle Management (ALM):
  • Understanding of ALM processes and tools for Dynamics 365 and Power Platform, including solution management, version control, and deployment strategies.
  • Experience with solutions like Azure DevOps for managing the lifecycle of Dynamics 365 and Power Platform projects.
  • DevOps:
  • Skills in implementing DevOps practices for continuous integration and continuous delivery (CI/CD) in Dynamics 365 and Power Platform projects.
  • Familiarity with tools like Azure DevOps pipelines, Git Actions, and other CI/CD tools.
  • Cloud and Azure Services:
  • Knowledge of Azure services like Azure Function Apps, Logic Apps, Azure API Management, and others that can be integrated with Dynamics 365 and Power Platform.
  • Understanding of cloud concepts, architecture, and security best practices.
  • Database and Data Modelling:
  • Proficiency in working with Microsoft Dataverse, understanding table relationships, and data modelling best practices.
  • SQL skills for advanced data operations and reporting.
  • Security and Compliance:
  • Understanding of security models in Dynamics 365 and Power Platform, including role-based access control, column-level security, and data encryption.
  • Awareness of compliance requirements and how to implement them within Dynamics 365 and Power Platform solutions.
  • Integration and API Management:
  • Skills in integrating Dynamics 365 with external systems using APIs, web services, and data integration tools.
  • Knowledge of RESTful APIs, OData, and experience with custom API development.
  • Mobile Solutions:
  • Understanding of how to optimize Dynamics 365 and Power Platform applications for mobile use, including responsive design and mobile-specific functionalities.
  • UI/UX Design Principles:
  • Familiarity with user interface and user experience design best practices to ensure the solutions are user-friendly and efficient.


What can we offer you?

  • Hybrid Working
  • Private Medical Insurance or Company Paid Health Cash Plan
  • Employee Assistance Program
  • 25 days holidays plus your birthday off
  • Option to purchase additional holiday (up to 5 days)
  • Company Pension Scheme
  • Life Assurance x 4
  • A diverse workforce
  • Employee investment with Node4 training Academy
  • Family savings and shopping discounts through the Node4 benefits portal.
  • Discounted Gym Membership
  • Modern facilities with open and welcoming breakout areas
  • Company Social events
  • Never ending supply of hot and cold drinks, biscuits, sweets, and fruit


Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.


Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

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