Job Title

CCaaS Solution Architect / Senior Consultant Location: Sydney / Mellbourne Company Description VIS Global Pty Ltd is a leading provider of enterprise communication and customer experience management solutions. The company has expertise in consulting, designing, implementing, training, and supporting enterprise voice, unified communication, data networking, video, and customer experience management solutions. VIS Global serves organizations across various industry verticals, offering state-of-the-art communications solutions tailored to each client''s unique needs Key Responsibilities Design end-to-end CCaaS architecture using Dynamics 365 Customer Service , Omnichannel , and Azure Communication Services Define telephony, voice routing, IVR, call recording, chat, SMS, and email capabilities using ACS Ensure scalability, high availability, resiliency, and security of the solution Produce technical architecture documents, diagrams, and design decisions Implementation & Configuration Configure Dynamics 365 Customer Service and Omnichannel for Customer Service Implement voice, chat, SMS, and digital channels using Azure Communication Services Build and configure: Automatic Call Distribution (ACD) IVR / Call flows Agent routing rules Work streams and queues Integrate with Power Platform (Power Automate, Power Apps) for workflow orchestration Set up and manage Azure Communication Services , including: Phone numbers Call automation Media services Integrate Dynamics 365 with: External PBX / SIP providers (if applicable) CRM, ERP, or backend systems via APIs Use Azure Functions, Logic Apps, Service Bus, and APIs where required Quality, Security & Compliance Implement call recording, monitoring, and reporting Ensure compliance with security, privacy, and data protection standards Support role-based access control and identity management using Azure AD Testing, Deployment & Support Lead UAT, performance testing, and go-live Provide post-go-live support and optimization Troubleshoot production issues across Dynamics, Azure, and telephony layers Stakeholder Collaboration Work closely with business stakeholders, contact center leaders, and IT teams Translate business requirements into technical solutions Mentor junior team members and developers Required Skills & Experience 5+ years experience with Microsoft Dynamics 365 , especially Customer Service Handson experience with Azure Communication Services (ACS) for voice and messaging Strong understanding of contact center concepts : ACD, IVR, CTI, Call Routing, SLAs, KPIs Experience with Omnichannel for Dynamics 365 Strong Azure skills (at least 34 years): Azure Functions / Logic Apps API integrations Experience integrating telephony or CCaaS platforms Excellent troubleshooting and communication skills Good to Have Experience with Power Platform (Power Automate, Power BI) Knowledge of SIP, VoIP, PSTN, call flows Experience migrating from legacy contact centers to cloud-based CCaaS #J-18808-Ljbffr