Role: D365 Solution Architect – Contact Center (Transport Sector) Location: Brussels Region (Belgium) Start Date: ASAP (June start may cause delays) Duration: 12 months+
Client Context: Our client is a major player in the transport and mobility sector, focused on improving passenger experience, operational efficiency, and real-time customer engagement across multiple channels.
Role Overview: We are looking for a Solution Architect with strong expertise in Microsoft Dynamics 365 Contact Center to lead the design and implementation of a modern, scalable contact center solution. The role will support customer service transformation initiatives, including omnichannel engagement (voice, chat, email, social) and integration with operational transport systems.
Key Responsibilities:
- Design end-to-end architecture based on Microsoft Dynamics 365 Customer Service / Contact Center capabilities
- Lead the implementation of omnichannel contact center solutions (including real-time passenger communication)
- Define integration architecture with backend transport systems (ticketing, scheduling, incident management, etc.)
- Ensure scalability, resilience, and performance in high-demand environments (e.g., peak travel times, disruptions)
- Collaborate with business stakeholders to translate customer experience goals into technical solutions
- Provide architectural governance and guidance to development teams
Key Requirements:
- Proven experience as a Solution Architect in Dynamics 365 Customer Service / Contact Center
- Strong background in contact center technologies and omnichannel solutions
- Experience with integrations (APIs, middleware, cloud services such as Azure)
- Familiarity with transport, mobility, or public sector environments is a strong plus
- Ability to work in complex, multi-stakeholder environments
Languages:
- English: mandatory
- French and/or Dutch: strong advantage