Solutions Architect

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 Responsibilities1. Requirement Discovery & AnalysisEngage 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 ServiceOmnichannel for Customer ServiceCustomer 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 PresentationDeliver 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 DevelopmentCreate professional, visually compelling proposals, including:Solution overview & approachArchitecture, process flows & user journeysImplementation roadmap & project timelineValue propositions, ROI and measurable business benefitsCompetitive differentiators and unique selling pointsWork with delivery teams to finalize scope, effort estimations, and pricing.5. Innovation, Enablement & IP DevelopmentDevelop reusable templates, frameworks, demo scripts, and industry-specific solution blueprints.Stay updated on MS Biz Apps roadmap, wave releases, and new features.Mentor internal teams on new capabilities in Dynamics 365 and the Power Platform.

Required Skills & ExperienceTechnical Expertise:7+ years in Dynamics 365 CE / CRM implementations or solution architecture.Strong hands-on experience in:D365 Customer Service core modulesOmnichannel for Customer Service (voice, chat, SMS, WhatsApp, social channels)Customer Insights (Data & Journeys)Power Platform automation and botsContact Center integrations (Azure Communication Services or equivalent)Knowledge of:MS DataverseSecurity model, governance, and ALMIntegrations using REST APIs, Azure Integration ServicesAI Builder, Copilot, and Azure OpenAI-driven conversational experiencesSoft 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 AssociateDynamics 365 Fundamentals (CRM)Power Platform Functional ConsultantCustomer 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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