Senior Solution Architect - Microsoft Dynamics 365 CE Customer Service

The Senior Solution Architect – Microsoft Dynamics 365 CE Customer Service & Contact Center will lead the assessment, architecture, design, and delivery of enterprise-scale Dynamics 365 Customer Engagement, Customer Service, Contact Center, and CCaaS transformation programs.

This is a senior, client-facing role requiring deep expertise across Microsoft Dynamics 365 CE, Dynamics 365 Customer Service, Dynamics 365 Contact Center, Power Platform, Copilot Studio, Azure Communication Services, and enterprise contact center technologies.

The ideal candidate will have successfully architected and deployed complex, high-volume customer service and contact center solutions involving voice, digital channels, intelligent routing, AI-powered agents, integrations, data migration, analytics, security, and global operations.

This individual will lead executive interviews, discovery workshops, current-state assessments, fit-gap analyses, and architecture reviews, translating business objectives and technical findings into scalable future-state architectures, implementation roadmaps, integration strategies, migration plans, effort estimates, and actionable recommendations.

Key Responsibilities

Solution Architecture & Assessment

• Lead current-state assessments across customer service, contact center, telephony, CRM, workforce, integration, data, and reporting environments.
• Conduct stakeholder interviews and discovery workshops with business, IT, security, compliance, and executive teams.
• Evaluate existing contact center platforms, business processes, service levels, technology limitations, and customer experience challenges.
• Develop future-state architectures for Dynamics 365 Customer Service and Dynamics 365 Contact Center.
• Conduct fit-gap assessments between business requirements and native Microsoft platform capabilities.
• Define transformation roadmaps, deployment phases, dependencies, architectural risks, effort estimates, and priorities.
• Produce architecture diagrams, solution blueprints, technical design documentation, and implementation recommendations.
• Present findings and architectural recommendations to senior business and technology stakeholders.

Dynamics 365 Customer Service

• Architect enterprise solutions leveraging Dynamics 365 Customer Service, including case management, entitlements, SLAs, queues, knowledge management, agent workspace, scheduling, automation, and service analytics.
• Design scalable Dataverse data models, business process flows, forms, views, dashboards, and automation.
• Define security models including business units, teams, queues, roles, access controls, and data segregation.
• Guide configuration and extension of the Customer Service workspace and overall agent experience.
• Determine when to leverage standard functionality, Power Platform configuration, custom development, or third-party solutions.
• Ensure solutions meet enterprise requirements for scalability, availability, performance, maintainability, and compliance.

Copilot, AI & Automation

• Architect AI-enabled customer service solutions using Microsoft Copilot Studio, Dynamics 365 Copilot, Power Platform, and Azure AI services.
• Design customer-facing virtual agents and internal agent-assist experiences.
• Identify opportunities for automated summarization, suggested responses, knowledge recommendations, intent recognition, sentiment analysis, intelligent routing, transcription, quality evaluation, after-call automation, self-service, and agent coaching.
• Design human handoff and escalation between AI-powered agents and live agents.
• Define grounding, knowledge-source, authentication, security, monitoring, and responsible AI requirements.
• Establish controls around privacy, accuracy, data protection, and regulatory risk.
• Define measurable outcomes around AI adoption, containment, deflection, resolution, agent productivity, and customer satisfaction.

Integration, Data & Analytics

• Design integrations between Dynamics 365 and ERP, billing, identity, data warehouse, workforce management, quality management, payment, content management, customer identity, telecommunications, and other enterprise platforms.
• Define integration patterns using APIs, Azure Integration Services, middleware, custom connectors, virtual tables, webhooks, events, and batch processing.
• Design customer 360 views combining CRM, interaction, transactional, behavioral, and operational data.
• Lead data assessment and migration planning for cases, activities, conversations, customers, knowledge, entitlements, SLAs, and historical interactions.
• Define data cleansing, transformation, reconciliation, archival, validation, and master-data strategies.
• Architect operational and executive reporting using Dynamics 365 analytics, Power BI, Microsoft Fabric, and Azure data services.

Security, Governance & ALM

• Define security architecture for enterprise customer service and contact center solutions.
• Address requirements involving PII, payment data, financial information, healthcare information, and other sensitive data.
• Establish requirements for encryption, auditing, monitoring, recording, consent, retention, redaction, and data loss prevention.
• Define environment strategies across development, testing, UAT, training, staging, and production.
• Establish ALM practices using managed solutions, source control, pipelines, and Azure DevOps.
• Define Power Platform governance covering connectors, DLP policies, capacity, environments, access, and citizen development.
• Establish availability, backup, disaster recovery, failover, and business continuity strategies.

Enterprise Program Leadership

• Provide architectural leadership across CRM, contact center, voice, digital channels, AI, integrations, data, testing, security, and change management workstreams.
• Coordinate with Project Managers, Business Analysts, Functional Leads, Technical Architects, Developers, Data Engineers, Telephony Engineers, and QA teams.
• Review functional designs, technical designs, configurations, integrations, and custom development.
• Facilitate architecture governance and design-authority meetings.
• Resolve complex cross-platform architecture and delivery challenges.
• Mentor functional and technical team members.
• Maintain architectural accountability from assessment and solution definition through implementation, go-live, and stabilization.

Presales & Client Engagement

• Support presales discovery, technical workshops, solution demonstrations, proposals, estimates, and statements of work.
• Develop solution approaches, architecture diagrams, assumptions, delivery plans, and implementation roadmaps.
• Communicate complex architectural concepts in clear business language.
• Present recommendations to executive sponsors, contact center leaders, enterprise architects, and IT stakeholders.
• Serve as a trusted senior advisor throughout client engagements.

Required Qualifications

• 12+ years of experience delivering CRM, customer service, contact center, or enterprise business application solutions.
• 8+ years of experience with Microsoft Dynamics CRM/Dynamics 365 Customer Engagement.
• 5+ years of experience serving as a Solution Architect, Enterprise Architect, or Technical Architect on large-scale programs.
• Deep experience with Dynamics 365 Customer Service.
• Demonstrated experience architecting and deploying enterprise contact center or CCaaS solutions.
• Strong understanding of voice, digital channels, IVR, routing, queues, telephony, agent experiences, and contact center operations.
• Experience leading complex, multi-workstream and multi-vendor enterprise implementations.
• Strong knowledge of Microsoft Dataverse, Power Apps, Power Automate, and Power Platform architecture.
• Experience with integrations, data migration, security architecture, ALM, and Azure services.
• Proven ability to lead discovery workshops, assessments, fit-gap analyses, and architecture reviews.
• Experience presenting architectural recommendations to executive and technical stakeholders.
• Strong leadership, communication, facilitation, problem-solving, and documentation skills.
• Experience with Azure DevOps and formal architecture governance.
• Ability to lead distributed onshore and offshore delivery teams.

Preferred Experience

• Microsoft Dynamics 365 Contact Center.
• Azure Communication Services and enterprise telephony architecture.
• Copilot Studio, AI agents, generative AI, and intelligent automation.
• Genesys, NICE CXone, Five9, Amazon Connect, Cisco, Twilio, or comparable CCaaS platforms.
• Workforce management, quality management, call recording, speech analytics, and performance management.
• Dynamics 365 Sales, Field Service, Customer Insights, or Power Pages.
• Microsoft Fabric, Power BI, and Azure data services.
• Global, multilingual, multi-brand, or multi-entity contact center environments.
• Consulting or systems integration experience.
• Regulated enterprise environments such as financial services, insurance, healthcare, government, utilities, or telecommunications.
• Presales, solution demonstrations, estimates, proposals, and statements of work.