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 including:
* Live Chat
* Digital Messaging
* WhatsApp
* Architect and implement Dynamics 365 Omnichannel for Customer Service
* Integrate WhatsApp using approved providers such as:
* Meta Business integrations
* Dynamics 365
* Power Platform
* 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
* Power Platform
* Proven experience implementing WhatsApp integration within customer service environments
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