Role: Dynamics 365 Contract Center Technical Lead

Location:
Sydney, Australia Role Summary
• 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 in office 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.
• 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.

📌 Dynamics 365 Contact Center Technical Lead (Sydney)
🏢 ALOIS Australia
📍 Sydney