Specialization: Customer Service, Customer Insights, Contact Center & Omnichannel
Position Title: Solution Architect – Dynamics 365 Customer Engagement
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, Omnichannel, 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.
Key Responsibilities
1. Requirement Discovery & Analysis
- Engage customers through workshops, interviews, and assessments.
- Identify business pain points, process gaps, and improvement opportunities.
- Translate business requirements into high-level architectural recommendations.
2. Solution Architecture (Dynamics 365 & Power Platform)
- Design end-to-end solutions leveraging:
- Dynamics 365 Customer Service
- Omnichannel for Customer Service
- Customer Insights (Data & Journeys / Real-Time Marketing)
- Contact Center solutions (native or integrated, including voice, chat, bots)
- Power Platform (Power Apps, Power Automate, Power Virtual Agents)
- Azure components (Azure Communication Services, Azure Logic Apps, Functions, AI Builder, OpenAI integration)
- Prepare conceptual and logical architecture diagrams.
- Define integration patterns across ERP, CRM, data platforms, and third-party systems (CTI, telephony, social channels).
- Provide solution accelerators, best practices, and governance recommendations.
3. Product Demonstration & Customer Presentation
- Deliver persuasive demos for D365 Customer Service, Omnichannel, and Customer Insights.
- Configure demo environments tailored to industry-specific scenarios.
- Present solution decks, handle technical Q&A, and support client presentations with the sales team.
- Represent the technical vision in RFPs, RFIs, tenders, and customer pitches.
4. Proposal Development
- Create professional, visually compelling proposals, including:
- Solution overview & approach
- Architecture, process flows & user journeys
- Implementation roadmap & project timeline
- Value propositions, ROI and measurable business benefits
- Competitive differentiators and unique selling points
- Work with delivery teams to finalize scope, effort estimations, and pricing.
5. Innovation, Enablement & IP Development
- Develop reusable templates, frameworks, demo scripts, and industry-specific solution blueprints.
- Stay updated on Microsoft Biz Apps roadmap, wave releases, and new features.
- Mentor internal teams on new capabilities in Dynamics 365 and the Power Platform.
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, Five9, 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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