Role: CRM Omnichannel Architect
Location: Bradford/Leeds
Is it Permanent / Contract: Contract/Perm
Work Mode : Hybrid; Atleast once in a week to office
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:
* Azure Communication Services
* Twilio
* Meta Business integrations
* Define solution architecture across:
* Dynamics 365
* Power Platform
* Azure Integration Services
* 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
Essential
* 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
* Strong understanding of:
* Customer engagement processes
* Case management
* SLA management
* Knowledge management
* 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
* 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
* 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