Digital Contact Center Transformation Architect

Digital Contact Center Transformation Architect - (Onsite – Atlanta, GA)

Contract or Full Time

We are looking for a senior, hands-on Digital Contact Center Transformation Architect to own the technical direction and outcomes of a modern, digital contact center platform (the new MS Dynamics 365 Contact Center). This role is focused on driving measurable performance across digital channels (chat, messaging, email), leveraging AI, Copilot, and automation, and serving as a trusted onsite advisor to business and technology stakeholders.

This is more than a pure Dynamics architect role. While Microsoft Dynamics 365 and the Power Platform are key enablers, success in this role is defined by helping drive business outcomes such as digital containment, customer experience, operational efficiency, and platform strategy.

What You’ll Do

Own Digital Contact Center Outcomes end to end (chat, messaging, and email)

Lead AI, Copilot, and Automation Strategy

Architect and Evolve the Digital Contact Center Platform

Serve as a Trusted Onsite Advisor to Clients

Integration & Enterprise Enablement

Qualifications for Success:

5+ years designing or leading digital contact center solutions

Direct ownership of MS Dynamics 365 chat, messaging, and email channel platform

Proven delivery against AHT, containment/deflection, CSAT, and cost per interaction

Hands-on experience implementing conversational AI, Copilot, or virtual agents

Experience with digital deflection strategies (self-service, bots, automation)

Microsoft ecosystem experience including Dynamics 365 Customer Service / Omnichannel and Power Platform (Power Automate, Power Apps, Power BI)

Copilot Studio experience preferred

Ability to work onsite in Atlanta 5 days a week

Why you’ll love it here:

Culture: At Navixus/Tech Mahindra, we are a culture of driving positive change, celebrating each moment, and empowering all to Rise drives us to dream, do, and become more.

The pay range for this role is $160,000 to $200,000 per annum.  Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate.

“Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at [email protected].”