Solution Architect – Microsoft Dynamics 365 | Contract

We are seeking a highly skilled Solution Architect with expertise in Microsoft 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 Responsibilities:

1. Requirement Discovery & Analysis
   • Engage customers through workshops, interviews, and assessments.
   • Identify business pain points, process gaps, and improvement opportunities.
   • Translate business requirements into high-level architectural recommendations.

1. Solution Architecture (Microsoft Dynamics 365 & Power Platform)

• Design end-to-end solutions leveraging:
  • Dynamics 365 Customer Service
  • Omnichannel for Customer Service
  • Customer 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.

1. Product Demonstration & Customer Presentation
   • Deliver 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.

1. Proposal Development
   • Create professional, visually compelling proposals, including:
   • Solution overview & approach
   • Architecture, process flows & user journeys
   • Implementation roadmap & project timeline
   • Value propositions, ROI and measurable business benefits
   • Competitive differentiators and unique selling points
   • Work with delivery teams to finalize scope, effort estimations, and pricing.

1. Innovation, Enablement & IP Development
   • Develop reusable templates, frameworks, demo scripts, and industry-specific solution blueprints.
   • Stay updated on Microsoft Biz Apps roadmap, wave releases, and new features.
   • Mentor internal teams on new capabilities in Dynamics 365 and the Power Platform.

Job Requirements:

• 7+ years in Microsoft Dynamics 365 CE / CRM implementations or solution architecture.
• Solid hands-on experience in:
  • D365 Customer Service core modules
  • Omnichannel for Customer Service (voice, chat, SMS, WhatsApp, social channels)
  • Customer Insights (Data & Journeys)
  • Power Platform automation and bots
  • Contact Center integrations (Azure Communication Services, Genesys, Five9, or equivalent)
• Knowledge of:
  • Microsoft Dataverse
  • Security model, governance, and ALM
  • Integrations using REST APIs, Azure Integration Services
  • AI Builder, Copilot, and Azure OpenAI-driven conversational experiences
• Soft Skills
  • Exceptional communication (verbal & written).
  • Excellent presentation skills: ability to present to CXOs and technical teams.
  • Excellent client engagement, negotiation, and stakeholder management.
  • Excellent storytelling ability—translating technology into business value.
  • Ability to handle multiple deliverables concurrently.
  • Team player, proactive thinker, and high attention to detail.
• Microsoft certifications:
  • D365 Customer Service Functional Consultant Associate
  • Dynamics 365 Fundamentals (CRM)
  • Power Platform Functional Consultant
  • Customer Data Platform Specialist (Customer Insights)
• Experience with cloud-based contact center solutions.
• Knowledge of industry-specific customer service processes (banking, insurance, telco, public sector).