Dynamics 365 crm architect

Job Title : Dynamics 365 CRM ArchitectJob Location : Bradford/Leeds , UKJob Type : Hybrid; Atleast once in a week to officeJob Description:Role OverviewWe 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 ResponsibilitiesLead the architecture and design of Dynamics 365 Customer Service solutionsDesign and implement end-to-end omnichannel customer engagement capabilities including:Live ChatDigital MessagingWhatsAppArchitect and implement Dynamics 365 Omnichannel for Customer ServiceIntegrate WhatsApp using approved providers such as:Azure Communication ServicesTwilioMeta Business integrationsDefine solution architecture across:Dynamics 365Power PlatformAzure Integration ServicesThird-party systemsProvide technical leadership and governance across implementation projectsCreate architecture documentation, solution designs, and integration specificationsLead workshops with business and technical stakeholdersEnsure solutions follow Microsoft best practices, security standards, and ALM processesSupport data migration and integration strategyGuide development teams on customization and extension approachesMentor functional and technical consultantsParticipate in pre-sales activities, solution estimations, and strategic roadmap planningRequired Skills & ExperienceEssentialExtensive experience implementing Microsoft Dynamics 365 CRMStrong expertise in:Dynamics 365 Customer ServiceOmnichannel for Customer ServicePower PlatformProven experience implementing WhatsApp integration within customer service environmentsStrong understanding of:Customer engagement processesCase managementSLA managementKnowledge managementContact center operationsExperience integrating Dynamics 365 with enterprise applications and communication platformsSolid knowledge of:Power AutomatePower AppsDataverseAzure Logic AppsAzure FunctionsAPIs and integrationsExperience with:Security modelsEnvironment strategyDevOps / CI-CD pipelinesSolution managementStrong stakeholder management and communication skillsExperience leading architecture and delivery teamsDesirable SkillsExperience with:Dynamics 365 Contact CenterCopilot StudioAI-powered customer service solutionsAzure Communication ServicesCustomer InsightsExperience working in Agile delivery environmentsExperience in regulated industries (financial services, public sector, healthcare, etc.)Technical EnvironmentDynamics 365 Customer ServiceDynamics 365 OmnichannelPower PlatformDataverseAzure Integration ServicesPower AutomatePower AppsCopilot StudioAzure DevOpsREST APIsWhatsApp Business integrationsPersonal AttributesStrong consultative approachExcellent problem-solving skillsAble to communicate effectively with both technical and non-technical audiencesStrategic thinker with hands-on technical capabilityCollaborative and delivery-focusedCustomer-centric mindsetPreferred Experience12+ years Dynamics 365 CRM experience5+ years architecture responsibilityFull lifecycle enterprise implementationsLarge-scale customer service transformation programmesOmnichannel/contact centre deployments
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