Job Role:

Role: Dynamics 365 Enterprise AI Architect

Location: Atlanta, GA

Duration: Fulltime Employment

Enterprise Architecture & Target-State Design

• Define and own the end-to-end enterprise architecture for a Microsoft-native CCaaS and Customer Engagement platform spanning Dynamics 365 Customer Service, Dynamics 365 Sales, and the broader Microsoft ecosystem.
• Establish target-state architecture across customer engagement, sales lifecycle, channels, agent and seller experience, integrations, data, security, and operations aligned to enterprise standards and revenue/CX outcomes.
• Define architecture principles, reference architectures, patterns, and guardrails enabling scalable contact center modernization and sales transformation.

Dynamics 365 Customer Engagement (Sales + Customer Service) Architecture

• Architect integrated solutions across Dynamics 365 Customer Service, Omnichannel for Customer Service, and Dynamics 365 Sales to enable end-to-end customer and sales journeys.
• Design unified customer and seller experiences including lead-to-opportunity, opportunity-to-close, account management, case management, and service resolution.
• Define architectures for sales automation (lead management, pipeline management, forecasting, territory management), customer insights, and omnichannel engagement.
• Design agent and seller workspaces, case and opportunity orchestration, session management, routing rules, queues, workstreams, and skills-based distribution.
• Ensure tight alignment between sales and service processes to drive cross-sell/upsell, improved conversion, and customer lifetime value.
• Align solutions with KPIs such as revenue growth, win rate, pipeline velocity, AHT, FCR, CSAT, NPS, and deflection.

Microsoft Ecosystem Architecture (End-to-End Platform Enablement)

• Define architecture leveraging the full Microsoft stack including Power Platform (Power Apps, Power Automate, Power BI), Microsoft Teams, Microsoft 365, and Dynamics 365.
• Architect collaboration and productivity integration using Teams (embedded calling, collaboration, and workflows for agents and sellers).
• Leverage Power Platform for low-code extensibility, automation, reporting, and rapid solution acceleration across sales and service scenarios.
• Define patterns for integrating third-party and Microsoft ISV solutions (WFM/WEM, CTI/voice, CPaaS, marketing automation, analytics platforms).
• Enable connected experiences across Dynamics 365 Sales, Customer Insights, Customer Service, and external CX and revenue platforms.

Copilot Studio, AI & Automation Architecture

• Architect and govern Copilot Studio solutions across service and sales scenarios, including virtual agents, sales copilots, conversational AI, and workflow automation.
• Define patterns for intelligent lead qualification, opportunity insights, agent assist, knowledge recommendations, and next-best-action guidance.
• Establish patterns for bot-to-agent and bot-to-seller handoff, context preservation, identity propagation, and escalation scenarios.
• Define governance for AI including prompt design, model usage, security controls, monitoring, and responsible AI guardrails.

Azure & Integration Architecture

• Define Azure-native integration patterns using Azure API Management, Logic Apps, Azure Functions, Service Bus/Event Grid, and secure networking constructs.
• Architect integrations between Dynamics 365 Sales/Customer Service and enterprise systems including customer identity, ERP, core business systems, marketing platforms, knowledge repositories, WFM/WEM, telephony/voice, QA/recording, and analytics solutions.
• Establish API standards, canonical models, event-driven architecture patterns, error handling, retries, idempotency, and resiliency design.

The base compensation range for this role in the posted location is: $119015 - $170000

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini's discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.