MS Dynamics 365/CRM Solution Architect

Job Description:

We are looking for an experienced Microsoft Dynamics 365 CRM Professional to design, implement, and lead enterprise-scale Dynamics 365 Customer Engagement (CE) and contact center transformation initiatives. The ideal candidate should have strong expertise in Dynamics 365 CRM, Power Platform, Azure services, and enterprise integrations, along with the ability to provide technical leadership across complex implementation programs.

Key Responsibilities:

- Lead the end-to-end architecture, design, and implementation of Microsoft Dynamics 365 Customer Engagement (CE) solutions.

- Conduct discovery workshops, gather business requirements, perform fit-gap analysis, and recommend scalable solution designs.

- Design secure and scalable data models using Dataverse, define security models, and establish deployment strategies.

- Architect integrations with CTI platforms (such as Genesys, Avaya, or Twilio), ERP systems, and enterprise applications using REST APIs, Azure Logic Apps, Azure Functions, and Service Bus.

- Design and implement AI-powered solutions using Power Platform, Copilot Studio, Power Virtual Agents, and Power Automate.

- Configure and enhance Dynamics 365 Customer Service capabilities, including Omnichannel, Case Management, Knowledge Management, Unified Routing, and SLA management.

- Provide technical leadership, code reviews, mentoring, and architectural guidance to development teams.

- Define governance standards, Application Lifecycle Management (ALM) processes, and DevOps best practices.

- Optimize application performance, scalability, security, and data integrity.

- Troubleshoot complex production issues and support successful solution deployment.

- Prepare technical documentation and communicate solution architecture to business and executive stakeholders.

Required Skills:

- 7-12 years of overall IT experience with strong hands-on expertise in Microsoft Dynamics 365 Customer Engagement (CE)/CRM.

- Experience leading enterprise CRM or contact center transformation projects.

- Strong expertise in Dynamics 365 Customer Service, including Omnichannel, Case Management, Knowledge Management, Unified Routing, and SLA management.

- Hands-on experience with Power Apps, Power Automate, Dataverse, Power BI, Power Virtual Agents, and Copilot Studio.

- Strong development experience with C#, .NET, JavaScript, plugins, custom workflows, and Dynamics 365 customizations.

- Experience with Azure Logic Apps, Azure Functions, Azure Service Bus, and REST API integrations.

- Experience integrating CTI platforms such as Genesys, Avaya, Twilio, or Azure Communication Services.

- Strong understanding of data migration, ETL processes, ALM, DevOps, and Agile methodologies.

- Excellent leadership, stakeholder management, analytical, and communication skills.

- Microsoft Dynamics 365 and/or Power Platform certifications are preferred.

Education (Mandatory):

- Full-time B.E./B.Tech, MCA, M.Tech, MS, or M.Sc in Computer Science, Information Technology, Engineering, or a related field.

(ref:hirist.tech)