Microsoft Director, Dynamics 365 Contact Center

Your role, your impact

As a Microsoft Director, Dynamics 365 Contact Center, you’ll play a senior leadership role in driving business growth, strengthening strategic alignment with Microsoft, and ensuring the successful delivery of enterprise‑scale contact center solutions.

Alithya is a top Microsoft Solutions Partner with deep expertise in Dynamics 365. We help organizations achieve measurable outcomes through end-to-end capabilities across ERP, CRM, Azure Cloud, Data & AI, Power Platform, Copilot, and Modern Workplace. By joining Alithya, you’ll have the opportunity to combine go‑to‑market leadership, partnership management, and delivery oversight, acting as a trusted domain leader for clients and internal teams across the full value lifecycle, from pipeline development to successful deployment and go‑live.

Travel to client sites is required up to 25% of the time.

Your day-to-day

Pipeline and Growth Leadership:

• Partner with sales and pre‑sales teams to build and mature a healthy Dynamics 365 Contact Center pipeline, shaping solution strategy, deal positioning, and value propositions;

• Support pursuit strategy for strategic and complex opportunities, including executive‑level client engagement, solution validation, and proposal oversight;

• Contribute to demand generation activities such as joint Microsoft initiatives, client briefings, and thought leadership.

Strategic Microsoft Partnership:

• Own and manage senior‑level relationships with Microsoft, including solution area specialists, partner development managers, and product teams;

• Align offerings with Microsoft’s contact center roadmap, AI/Copilot investments, and industry priorities;

• Act as a liaison between delivery teams and Microsoft to influence roadmap feedback, resolve escalations, and unlock co‑sell opportunities.

Delivery and Deployment Oversight:

• Provide oversight for successful implementation and go‑live of Microsoft Dynamics 365 Contact Center solutions, ensuring quality, consistency, and client satisfaction;

• Guide solution architecture standards and delivery best practices across Customer Service, Omnichannel, and Contact Center as a Service (CCaaS) integrations;

• Ensure projects incorporate AI‑driven productivity capabilities such as Microsoft Copilot, virtual agents, and intelligent assist tools.

Leadership and Team Development:

• Lead, mentor, and develop senior solution architects and delivery leaders, fostering a culture of technical excellence and client focus;

• Facilitate effective communication between business stakeholders, technical teams, Microsoft, and clients;

• Scale delivery capability by defining repeatable patterns, accelerators, and governance models.

Keys to your success

• Bachelor’s degree in computer science, information systems, or a related STEM field;

• Minimum 6 years of experience in contact center solutions, including architecture, implementation, and leadership of cloud‑based platforms;

• Deep expertise in Microsoft Dynamics 365 Customer Service, Omnichannel, Contact Center, or comparable CCaaS platforms (e.g., NICE, Genesys, Five9);

• Proven experience engaging with executives, managing strategic partnerships, and supporting enterprise sales pursuits;

• Experience leading distributed, remote teams across multiple concurrent initiatives;

• Strong communication and leadership skills, with the ability to balance technical depth and business outcomes.

Extra edge

• Experience working directly with Microsoft co‑sell or partner programs;

• Multilingual capabilities (French preferred, not required).

Language skills

• English: Proficient