Solution Architect (CRM, Contact Center)

JourneyTeam is hiring for a Solution Architect to join our CRM practice! As a Solution Architect on the CRM team, you will play a pivotal role in designing and delivering scalable, high-impact solutions using Dynamics 365 technologies and the Power Platform. You'll collaborate with cross-functional teams, lead client engagements, and ensure that our solutions align with both business goals and Microsoft-aligned technical best practices. As our delivery continues to grow in Customer Experience solutions, this role will actively contribute to and support implementations involving Dynamics 365 Contact Center and related omnichannel capabilities, leveraging strong Microsoft platform expertise and applying Contact Center domain knowledge as part of end-to-end solution delivery. About JourneyTeam: At JourneyTeam, our customers are at the center of everything we do. Our purpose as a company is to help others effectively use technology to create a positive, lasting impact on the world. With 30 years of technology experience, we are 100% focused on delivering Microsoft business applications and technologies that empower organizations to reach new heights of business success. We deeply understand the transformative value of Microsoft solutions and are dedicated to helping our customers unlock their full potential. Our experienced team specializes in driving success across Dynamics 365, Microsoft 365, AI and Copilot, Azure, and modern data solutions-all leveraging Microsoft's comprehensive security platform. What truly sets us apart is how we show up every day-for our customers and for each other. We believe that great outcomes come from great people who are aligned in how they work, collaborate, and take ownership. We succeed by consistently demonstrating our core values: A Caring Mindset Exceptional Performance Being OneTeam Making & Keeping Commitments Taking Ownership Effective Communication A Growth Mindset Key Responsibilities Lead enterprise CRM solution architecture from presales through delivery, aligning business goals with scalable, Microsoft-aligned technical strategies. Engage early in the customer journey to shape solution vision, define business outcomes, and contribute to proposals and estimates. Architect and oversee complex, multi-system integrations and cross-cloud solutions that span Dynamics 365, Power Platform, Azure, and third-party systems. Serve as a trusted advisor to executive stakeholders, facilitating strategic discussions and presenting solution roadmaps with clarity and confidence. Guide requirement gathering and translate business needs into actionable user stories and solution designs. Balance configuration vs. customization decisions with a focus on maintainability, performance, and long-term value within the Microsoft ecosystem. Champion best practices in governance, security, and change management across the solution lifecycle. Mentor and coach other architects, consultants, and developers-fostering a culture of continuous learning and technical excellence. Stay ahead of Microsoft roadmap developments and industry trends, and influence internal platform strategy accordingly. Collaborate with delivery leadership to ensure project success, risk mitigation, and client satisfaction. Contribute to customer experience and Contact Center solutions, applying working knowledge of omnichannel engagement, routing concepts, and Contact Center integrations within Microsoft-based architectures. Qualifications 8-10+ years of experience in solution architecture, with a strong emphasis on first-party Microsoft applications, including Dynamics 365 Customer Engagement (CRM) and Power Platform. Proven track record of leading enterprise-scale implementations across Sales, Customer Service, Field Service, Marketing, and Project Operations. Demonstrate strong alignment with JourneyTeam values through ownership, communication, and accountability. Deep understanding of Power Platform (Power Apps, Power Automate, Power BI, Power Pages) and its role in extending Dynamics 365 capabilities. Experience with enterprise integration patterns, data architecture, and API-based system connectivity. Strong grasp of Agile/Scrum methodologies and experience translating business requirements into Epics, Features, and User Stories. Demonstrated ability to lead presales engagements, including discovery, solution envisioning, and proposal development. Excellent communication and stakeholder management skills, including experience presenting to C-level audiences. Advanced knowledge of at least five of the following: Marketing, Customer Service, Project Operations, Field Service, Contact Center, Project Service Automation, Power Apps Portals, Power Automate, Customer Insights, Customer Voice, Integration Architecture. Bachelor's degree in Computer Science, Information Systems, or related field-or equivalent experience. Exposure to Contact Center platforms or environments (e.g., NICE/InContact, Five9, Genesys, or similar), with the ability to translate Contact Center concepts into Microsoft-based solution designs. Strong working knowledge of Contact Center terminology and workflows, including omnichannel communication models, routing concepts, IVR, and customer engagement patterns. Ability to engage credibly in client conversations involving Contact Center scenarios, demonstrating domain fluency and architectural judgment. Compensation Base Salary Range: $115,000 - $140,000+ performance-based bonus program Eligibility and payout are tied to individual contributions, team performance, and overall company success. This is the established pay range for the Solution Architect role on the CRM practice at JourneyTeam. Benefits: JourneyTeam offers a wide range of excellent benefits, including comprehensive healthcare and dental coverage, as well as a 401(k) with an approximate 4% employer match-with immediate vesting. We offer flexible time off and provide paid maternity and paternity leave. Additional perks include a monthly phone stipend (or the option to join our corporate phone plan) and a monthly gym membership reimbursement of up to $200. JourneyTeam is an Equal Opportunity Employer. This position is not open to C2C, H1B sponsorships, or third-party agencies. JOB CODE: 1000102 JourneyTEAM