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ELCA is seeking an experienced Senior Expert to lead complex CX transformation initiatives and act as a Solution Architect for Microsoft Dynamics 365 Contact Center activities in Switzerland. The role focuses on helping clients in sectors such as financial services, insurance, and luxury to modernize their customer engagement platforms and transition to high-performing cloud and AI-based solutions.

Tasks

  • Act as a trusted advisor to clients, helping define their customer engagement vision and ensuring alignment between business objectives and the Dynamics 365 Contact Center solution.
  • 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.
  • Advise clients on migration strategies from on-premises or legacy telephony environments to Dynamics 365 Contact Center, considering operational constraints, regulatory requirements, and change management needs.
  • Oversee the full project lifecycle from pre-sales through requirements, solution design, user acceptance testing, end-user training, and hypercare, ensuring a sustainable and successful go-live.
  • Act as Design Authority on engagements, ensuring solution decisions are consistent, well-governed, and compliant with data protection requirements.
  • Lead and develop a team of consultants and specialists, fostering cross-functional collaboration and ensuring adherence to delivery commitments and quality standards.
  • Serve as the primary point of contact for strategic accounts, guaranteeing service quality and ensuring solutions align with complex client needs.
  • Contribute to pre-sales activities, including solution scoping, effort estimation, proposal writing, and client presentations.

Requirements

  • 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.
  • Passion for the transformation AI is bringing to modern Contact Centers and customer service operations.
  • Solid expertise with Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service, with strong understanding of omnichannel customer journeys, case management, workforce engagement management, and AI-assisted service capabilities.
  • Broad knowledge of the CCaaS landscape and hands-on experience managing on-premises to cloud Contact Center migrations.
  • Familiarity with governance frameworks and data protection requirements (GDPR, DPA) applicable to Contact Center environments, with the ability to take a Design Authority role.
  • University degree, business IT or equivalent qualification.
  • 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.
  • 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.
  • Fluency in French and English, both spoken and written; knowledge of German is considered an asset.

Benefits

  • A key role within a leading and well-established Swiss IT service provider recognized for delivering high-quality solutions based on state-of-the-art technologies.
  • The opportunity to actively shape the development of the Microsoft Dynamics 365 Contact Center practice in Switzerland and contribute to strategic client engagements.
  • A professional environment characterized by short decision paths, pragmatic collaboration, and strong team spirit across business units.
  • Attractive opportunities for long-term professional growth and personal development.
  • A 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.
  • A 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.
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Über uns
ELCA Group ist eine unabhängige Schweizer IT-Dienstleistungs- und Lösungsanbieterin. Die Gruppe unterstützt Unternehmen, öffentliche Verwaltungen und Organisationen bei der digitalen Transformation mit IT-Beratung, Softwareentwicklung, Systemintegration, Cybersecurity, Cloud, Data & AI, Digital Experience und Business Applications. Zur ELCA Group gehören spezialisierte Einheiten wie ELCA Informatique, ELCA Cloud Services, ELCA Security, SecuTix, Neosis und weitere Gruppengesellschaften in der Schweiz und im Ausland. Die Gruppe entwickelt individuelle und standardisierte digitale Lösungen für Kundinnen und Kunden aus verschiedenen Branchen.
Das Team

The team is growing and characterized by pragmatic collaboration, strong team spirit, and cross-functional cooperation across business units.

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