About Persistent

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what?s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We reported $1,654.4M FY26 revenue with 17.4% Y-o-Y growth. We have delivered 24 sequential quarters of growth with $436.0M in Q4 FY26 revenue, up 3.2% Q-o-Q and 16.2% Y-o-Y growth. Our 27,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We have been recognized as the Fastest Growing IT Services Brand Globally in the 2026 Brand Finance IT Services 25 Report. We named a Leader in the Everest Group Private Equity (PE) Services PEAK Matrix? Assessment 2026 and Software Product Engineering PEAK Matrix? Assessment 2026.

Role: Dynamics 365 Contact Center Technical Lead

Location: Sydney, Australia

Experience: 12 + Years

Job Type: Full-Time Employment

Mandatory Mention 3 skills: Dynamics 365, Microsoft CCaaS, Azure

What You'll Do:

- The CommSec Contact Centre Modernization program aims to modernize customer service operations through Microsoft Dynamics 365 Contact Center. The engagement covers omnichannel interactions, AI-assisted operations, workflow automation, enterprise integrations, advanced case management, secure deployments, and engineering quality across on-site and offshore teams.

Technical Leadership and Solution Architecture

- Lead the architecture, technical design, and implementation of Microsoft Dynamics 365 Contact Center solutions.
- Define scalable, secure, supportable solution patterns aligned with CBA architecture, security, privacy, and compliance expectations.
- Produce and review high-level designs, low-level designs, integration specifications, and technical decision records.
- Identify technical dependencies, non-functional requirements, delivery risks, and mitigation actions early in the lifecycle.

Dynamics 365 and Contact Center Delivery

- Lead configuration and customization of Dynamics 365 Customer Service and Contact Center capabilities.
- Design omnichannel engagement, intelligent routing, queues, agent workspaces, case management,



and email servicing workflows.
- Implement workflow automation using Power Automate and Dataverse.
- Guide AI-assisted service capabilities and support troubleshooting of complex platform issues.

Azure and Enterprise Integration

- Design secure integrations using Azure Functions, Logic Apps, API Management, REST APIs, and Microsoft Graph where applicable.
- Develop or guide custom components using C#, .NET, JavaScript/TypeScript, plug-ins, and Dataverse extensibility.
- Ensure sound authentication, authorization, role-based access control, logging, resiliency, and error-handling patterns.

Client Engagement and Delivery Coordination

- Act as the primary on-site technical liaison between CBA stakeholders and the offshore delivery team.
- Lead architecture reviews, discovery sessions, technical workshops, solution walkthroughs, and escalation discussions.
- Translate business requirements into implementable technical specifications, estimates, delivery plans, and acceptance criteria.
- Coordinate sprint delivery, testing, release readiness, deployment, defect resolution, and stabilization across teams.
- Mentor engineers and perform design and code reviews to maintain engineering standards.

DevOps, Quality and Performance

- Support CI/CD pipelines, solution lifecycle management, environment strategy, and controlled deployments for Dynamics 365 and Power Platform.
- Collaborate with QA and performance teams on automated testing, load testing, monitoring, and performance optimization.
- Ensure production readiness through traceability, operational documentation, support handover, and measurable quality gates.

Expertise You'll Bring:

Mandatory

- 12+ years of overall IT experience, including senior technical leadership responsibilities.
- 5+ years of Microsoft Dynamics 365 / CRM experience, with strong Dynamics 365 Customer Service expertise.
- Practical delivery experience with Dynamics 365 Contact Center or Microsoft CCaaS.
- Proven experience designing complex enterprise integrations and leading architecture decisions.
- Experience coordinating distributed on-site and offshore delivery teams.
- Excellent written and verbal communication, including the ability to engage senior business, architecture, security, and engineering stakeholders.

Preferred

- Australian banking or financial services delivery experience.
- Contact center transformation,



omnichannel or customer service modernization experience.
- Experience with Copilot Studio, conversational AI, or AI-enabled customer service.
- Understanding of Australian financial services security, privacy, operational resilience, and regulatory expectations.
- Relevant Microsoft certifications, such as Dynamics 365 Customer Service Functional Consultant, Power Platform Solution Architect, or Azure Solutions Architect Expert.

Leadership and Behavioural Competencies

- Executive-level communication and structured technical storytelling.
- Ownership, decisiveness, and proactive risk management.
- Ability to facilitate workshops, resolve ambiguity, and build stakeholder alignment.
- Strong analytical troubleshooting and root-cause analysis.
- Coaching and mentoring of architects, developers, and test engineers.
- Ability to balance delivery speed with security, quality, maintainability, and operational readiness.

Expected Deliverables

- Solution architecture and technical design documentation.
- Integration architecture, API specifications, and security design inputs.
- Technical workshops, solution walkthroughs, and architecture review outcomes.
- Code/design review findings and engineering standards guidance.
- Release readiness assessments, risk logs, and technical escalation resolution.
- Operational documentation, knowledge transfer, and support handover.

Benefits:

- Competitive salary and benefits package
- Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
- Chance to work with cutting-edge technologies
- Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
- Annual health check-ups
- Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds. We support hybrid work and flexible hours to fit diverse lifestyles. Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.

If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let’s unleash your full potential at Persistent - persistent.com/careers

Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.?

📌 Microsoft Dynamics Consultant (Sydney)
🏢 Persistent Systems
📍 Sydney