Job Description
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
Hands‑on 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 3–4 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
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