D365 CCaaS Technical Architect

Role overview

Tata Consultancy Services is hiring a D365 CCaaS Technical Architect for a Microsoft Dynamics 365 CRM Contact Centre as a Service platform. The role sits within a core product team supporting easyJet and will focus on taking over backlog items after Microsoft exits the implementation phase. It will also help ensure the solution is well documented, ready for product operation, and continued across Dynamics 365 CRM, Azure, AWS, and the Power Platform.

Experience required: 5 to 12 years

Location: Bengaluru, India / PAN India

Employer: Tata Consultancy Services

Responsibilities

• Work closely with Microsoft and HCL teams during design and configuration to ensure knowledge is transferred properly and backlog items are documented.
• Build components on Power Platform, including Power Apps, Power Automate, and administration through the Power Platform Admin Centre.
• Customize Dynamics 365 CRM using PCF controls, plugins, web resources, and JavaScript to extend platform functionality.
• Create and transfer Microsoft Dynamics 365 CRM custom APIs that support integrations and automation.
• Develop and improve chatbot experiences built with Microsoft Copilot Studio.
• Set up and enhance voice channel capabilities using Azure Communication Services and Event Grid.
• Manage Azure-based CCaaS components, including Azure Communication Services and Azure Event Grid configurations.
• Support integrations between Dynamics 365 CRM, Azure services, and the wider AWS environment.

Requirements

• Strong hands-on experience with Microsoft Dynamics 365 CRM, especially Customer Service and Contact Centre solutions.
• Proven ability to develop with PCF, plugins, web resources, and JavaScript in Dynamics 365 CRM.
• Good understanding of custom API design and integration practices.
• Practical experience with Power Platform tools such as Power Apps, Power Automate, and the Power Platform Admin Centre.
• Experience designing chatbots in Microsoft Copilot Studio.
• Working knowledge of Azure services used in CCaaS, particularly Azure Communication Services and Event Grid.
• Strong troubleshooting, stakeholder coordination, and documentation skills.
• Exposure to hybrid cloud integration across Azure and AWS.
• Understanding of ITIL or a similar service management framework.
• Preferred knowledge of AWS architecture and integration patterns.

Additional information

This position is intended for graduates and is aligned to a full-time role. Candidates are invited to share their resumes to himaja.madala@tcs.com.

Competencies

• Ownership and delivery: stay focused on results, track progress, adjust plans as needed, and motivate self and team toward goals.
• Relationship building: maintain effective working relationships with business stakeholders, users, internal IT teams, and external suppliers.
• Business performance: understand the business context, remain cost-aware, and consider the longer-term impact of decisions.
• Innovation and change: be open to new approaches, challenge existing methods, and work comfortably in dynamic and ambiguous situations.
• Customer and shareholder value: understand customer needs, aim to exceed expectations, and keep safety important for both customers and employees.