D365 Omnichannel /D365 CCasS Solution Architect, Belfast

Job Title: Senior Manager – Global Telecom (Sr. Professional I, Global Telecom) (CL#7)

Location: Europe Time Zone. Candidate should be flexible to work across other time zones when required for global projects and operational tasks.
GBR Belfast - Maysfield

Experience: 12–15 Years

Education: Bachelor's degree in Engineering, Information Technology, Telecommunications, or a related field

We are seeking an experienced Senior Manager/Sr. Professional I, Global Telecom to lead and manage enterprise contact center and telecom infrastructure across global operations. The ideal candidate will have strong hands‑on experience with modern CCaaS platforms, SIP technologies, and enterprise telephony systems, along with proven leadership skills to manage teams and drive transformation initiatives.

• Manage and support CCaaS platforms including Microsoft Dynamics 365 Contact Center, Microsoft Copilot Studio, Microsoft Power Automate, and NICE CXone.
• Lead the design, deployment, and optimization of cloud‑based contact center solutions.
• Manage enterprise telephony environments including Avaya Aura components such as Avaya ACD, Session Manager, System Manager, Voicemail, and CMS.
• Oversee day‑to‑day telecom and contact center operations ensuring high system availability and performance.
• Lead telecom and CCaaS transformation projects, including migrations, upgrades, and platform consolidation.

• Hands‑on expertise with CCaaS platforms (Microsoft D365 Contact Center, NICE CXone).
• Strong knowledge of Avaya telephony systems and ACD environments.
• Deep understanding of SIP protocols and voice security.
• Experience leading global telecom teams and managing enterprise platforms.
• Solid understanding of ITIL framework and service management processes.

Language Requirements: Not specified.

Time Type: Full time