Ph3Senior Expert / Solution Architect in Microsoft Dynamics 365 Contact Center /h3ulliJob Identification 2810 /liliJob Category Expert /liliPosting Date 06/12/2026, 12:35 PM /liliJob Schedule Full time /li /ulpELCA Group /ph3About Us /h3pWe are ELCA, one of the largest Swiss IT tribe with over 2,300 experts. We are multicultural with offices in Switzerland, Spain, France, Vietnam and Mauritius. Since 1968, our team of engineers, business analysts, software architects, designers and consultants provide tailor‑made and standardized solutions to support the digital transformation of major public administrations and private companies in Switzerland. Our activity spans across multiples fields of leading‑edge technologies such as AI, Machine Deep learning, BI/BD, RPA, Blockchain, IoT and CyberSecurity. /ph3Job Description /h3pA core focus of our activities is the implementation and optimization of Microsoft Dynamics 365 Contact Center, helping our clients in demanding sectors such as financial services, insurance and luxury to modernize their customer engagement platforms and transition to high‑performing cloud and AI based platforms. Our approach is grounded in a strict alignment between business objectives and technological solutions. To strengthen our growing team, we are seeking an experienced Senior Expert who will lead complex CX transformation initiatives and act as a Trusted Advisor to our clients, and a Solution Architect for our activities in Switzerland. /ph3Responsibilities /h3ulliYou act as a trusted advisor to our clients, helping them define their customer engagement vision and ensuring a consistent alignment between business objectives and the Dynamics 365 Contact Center solution throughout the engagement. /liliYou lead business workshops and discovery sessions with clients' operational, customer service and IT stakeholders to map current processes, identify pain points and design future‑state Contact Center operating models. /liliYou advise clients on their migration strategy from on‑premises or legacy telephony environments to Dynamics 365 Contact Center, taking into account their operational constraints, regulatory requirements and change management needs. /liliYou oversee the full project lifecycle from pre‑sales through requirements, solution design, user acceptance testing, end‑user training, and hyper‑care, ensuring a sustainable and successful go‑live. /liliYou act as Design Authority on your engagements, ensuring that solution decisions are consistent, well‑governed and compliant with applicable data protection requirements. /liliYou lead and develop a team of consultants and specialists, fostering cross‑functional collaboration and ensuring adherence to delivery commitments and quality standards. /liliYou serve as the primary point of contact for strategic accounts, guaranteeing service quality and ensuring solutions align with complex client needs. /liliYou contribute actively to pre‑sales activities, including solution scoping, effort estimation, proposal writing and client presentations. /li /ulh3What We Offer /h3ulliA key role within a leading and well‑established Swiss IT service provider, recognised for delivering high‑quality solutions based on state‑of‑the‑art technologies. /liliThe opportunity to actively shape the development of our Microsoft Dynamics 365 Contact Center practice in Switzerland and to contribute to strategic client engagements. /liliA professional environment characterized by short decision paths, pragmatic collaboration, and a strong team spirit across business units. /liliAttractive opportunities for long‑term professional growth and personal development. /liliA healthy work‑life balance with flexible working hours, hybrid working models, at least 25 days of annual leave, and a modern, ergonomic workplace in a multicultural environment. /liliA comprehensive benefits package, including a half‑fare public transport subscription, first‑class rail travel for business purposes, competitive pension fund schemes, worldwide private accident insurance, progressive daily sickness benefits insurance and attractive fleet conditions. /li /ulh3Your Profile /h3ulliYou bring at least ten years of professional experience in Contact Center or CX consulting, with a proven track record of leading end‑to‑end solution projects from pre‑sales to deployment in complex, regulated environments. /liliYou are passionate about the transformation AI is bringing to modern Contact Centers and customer service operations. /liliYou have solid expertise with Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service, with a strong understanding of omnichannel customer journeys, case management, workforce engagement management and AI‑assisted service capabilities. /liliYou have a broad knowledge of the CCaaS landscape and hands‑on experience managing on‑premises to cloud Contact Center migrations. /liliYou are familiar with governance frameworks and data protection requirements (GDPR, DPA) applicable to Contact Center environments and can take a Design Authority role in your engagements. /liliYou hold a university degree, business IT or equivalent qualification. /liliYou bring strong analytical skills and the ability to structure complex operational challenges, translate them into clear solution designs and communicate them convincingly to both business and IT audiences. /liliYou are a confident, customer‑oriented leader with excellent presentation and facilitation skills, experienced in managing teams and building trusted relationships at all levels of a client organization. /liliYou are fluent in French and English, both spoken and written. Knowledge of German is considered an asset. /li /ulpWe are committed to strong corporate values and firmly believe that diversity is a key success factor. If you approach challenges with professionalism, curiosity, and entrepreneurial drive, you will feel at home with us. /ppIf you are an experienced professional who enjoys shaping the future of customer engagement and actively contributing to the digital transformation of leading Swiss organizations, we look forward to receiving your application. /ppPlease submit your complete application dossier, including CV, cover letter, employment references and copies of diplomas or certificates. /p /p #J-18808-Ljbffr