Dynamics 365 CRM Architect - #2089022

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