Solution Architect – Microsoft Dynamics 365

Role Overview:

We are seeking a highly skilled Solution Architect with strong expertise in Microsoft 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:

• Engage customers through workshops, interviews, and assessments.
• Identify business pain points, process gaps, and improvement opportunities.
• Translate business requirements into high-level architectural recommendations.
• 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, Open AI integration).

• Prepare conceptual and logical architecture diagrams.

• Define integration patterns across ERP, CRM, data platforms, and third-party systems (CTI, telephony, social channels).

• 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.

Required Skills & Experience:

Technical Expertise

• 7+ years in Microsoft 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, WhatsApp, social channels), Customer Insights (Data & Journeys, Power Platform automation and bots, Contact Center integrations (Azure Communication Services, Genesys, Five9, or equivalent)
• Knowledge of Microsoft Data verse, Security model, governance, and ALM Integrations using REST APIs, Azure Integration Services, AI Builder, Copilot, and Azure Open AI-driven conversational experiences