Dynamics 365 CRM Architect - Customer Service & Omnichannel
Role Overview
We are seeking an experienced Dynamics 365 CRM Architect with deep expertise in Dynamics 365 Customer Service, Omnichannel, and digital engagement solutions including WhatsApp integration. The successful candidate will lead the architecture, design, and implementation of enterprise‑scale customer engagement solutions leveraging the Microsoft Dynamics 365 and Power Platform ecosystem. You will work closely with business stakeholders, delivery teams, and technical consultants to design scalable, secure, and high‑performing customer service solutions that improve customer experience and operational efficiency.
Key Responsibilities
- Lead the architecture and design of Dynamics 365 Customer Service solutions.
- Design and implement end‑to‑end omnichannel customer engagement capabilities:
- Live Chat
- Digital Messaging
- WhatsApp
- Architect and implement Dynamics 365 Omnichannel for Customer Service.
- Integrate WhatsApp using approved providers such as Azure Communication Services, Twilio, and Meta Business integrations.
- Define solution architecture across Dynamics 365, Power Platform, Azure Integration Services, and third‑party systems.
- Provide technical leadership and governance across implementation projects.
- Create architecture documentation, solution designs, and integration specifications.
- Lead workshops with business and technical stakeholders.
- Ensure solutions follow Microsoft best practices, security standards, and ALM processes.
- Support data migration and integration strategy.
- Guide development teams on customization and extension approaches.
- Mentor functional and technical consultants.
- Participate in pre‑sales activities, solution estimations, and strategic roadmap planning.
Required Skills & Experience
- Extensive experience implementing Microsoft Dynamics 365 CRM.
- Strong expertise in Dynamics 365 Customer Service, Omnichannel for Customer Service, and Power Platform.
- Proven experience implementing WhatsApp integration within customer service environments.
- Strong understanding of customer engagement processes, case management, SLA management, knowledge management, and contact center operations.
- Experience integrating Dynamics 365 with enterprise applications and communication platforms.
- Solid knowledge of Power Automate, Power Apps, Dataverse, Azure Logic Apps, Azure Functions, APIs, and integrations.
- Experience with security models, environment strategy, DevOps / CI‑CD pipelines, and solution management.
- Strong stakeholder management and communication skills.
- Experience leading architecture and delivery teams.
Desirable Skills
- Experience with Dynamics 365 Contact Center, Copilot Studio, AI‑powered customer service solutions, Azure Communication Services, and Customer Insights.
- Experience working in Agile delivery environments.
- Experience in regulated industries (financial services, public sector, healthcare, etc.).
Technical Environment
- Dynamics 365 Customer Service
- Dynamics 365 Omnichannel
- Power Platform
- Dataverse
- Azure Integration Services
- Power Automate
- Power Apps
- Copilot Studio
- Azure DevOps
- REST APIs
- WhatsApp Business integrations
Personal Attributes
- Strong consultative approach.
- Excellent problem‑solving skills.
- Able to communicate effectively with both technical and non‑technical audiences.
- Strategic thinker with hands‑on technical capability.
- Collaborative and delivery‑focused.
- Customer‑centric mindset.
Preferred Experience
- 12+ years Dynamics 365 CRM experience.
- 5+ years architecture responsibility.
- Full lifecycle enterprise implementations.
- Large‑scale customer service transformation programmes.
- Omnichannel/contact centre deployments.
