Solution Architect (D365)
Role Overview:
We are seeking a highly skilled Solution Architect with strong expertise in Dynamics 365 Customer Engagement (CE), particularly across Customer Service, Customer Insights, Contact Center, and integration with Azure & Power Platform.
The ideal candidate will understand customer requirements, design modern digital customer experience solutions, support crafting compelling proposals, and collaborate with sales teams to win strategic opportunities.
Required Skills& Experience
Technical Expertise:
7+ years in Dynamics 365 CE / CRM implementations or solution architecture.
Strong hands-on experience in:
- D365 Customer Service core modules
- Omnichannel for Customer Service (voice, chat, SMS, social channels)
- Customer Insights (Data & Journeys)
- Power Platform automation and bots
- Contact Center integrations (Azure Communication Services or equivalent)
Knowledge of:
- Microsoft Dataverse
- Security model, governance, and ALM
- Integrations using REST APIs, Azure Integration Services
- AI Builder, Copilot, and Azure OpenAI-driven conversational experiences
Soft Skills:
- Exceptional communication (verbal & written).
- Excellent presentation skills: ability to present to CXOs and technical teams.
- Strong client engagement, negotiation, and stakeholder management.
- Strong storytelling ability—translating technology into business value.
- Ability to handle multiple deliverables concurrently.
- Team player, proactive thinker, and high attention to detail.
Preferred Qualifications:
- Microsoft certifications: D365 Customer Service Functional Consultant Associate, Dynamics 365 Fundamentals (CRM), Power Platform Functional Consultant, Customer Data Platform Specialist (Customer Insights)
- Experience with cloud-based contact center solutions.
- Knowledge of industry-specific customer service processes (banking, insurance, telco, public sector).
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