Dynamics 365 CRM Architect - #2089023

Job Title : Dynamics 365 CRM Architect

Job Location : Bradford/Leeds , UK

Job Type : Hybrid; Atleast once in a week to office

Job Description

:
Role Overvi

ew
We are seeking an experienced Dynamics 365 CRM Architect with deep expertise in Dynamics 365 Customer Service, Omnichannel, and digital engagement solutions including WhatsApp integrati

on.The successful candidate will lead the architecture, design, and implementation of enterprise-scale customer engagement solutions leveraging the Microsoft Dynamics 365 and Power Platform ecosyst

em.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 efficien

cy.
Key Responsibili

• tiesLead the architecture and design of Dynamics 365 Customer Service solut
• ionsDesign and implement end-to-end omnichannel customer engagement capabilities includ
• ing:Live
• ChatDigital Messa
• gingWhat
• sAppArchitect and implement Dynamics 365 Omnichannel for Customer Ser
• viceIntegrate WhatsApp using approved providers such
• as:Azure Communication Serv
• icesTw
• ilioMeta Business integrat
• ionsDefine solution architecture acr
• oss:Dynamics
• 365Power Plat
• formAzure Integration Serv
• icesThird-party sys
• temsProvide technical leadership and governance across implementation proj
• ectsCreate architecture documentation, solution designs, and integration specificat
• ionsLead workshops with business and technical stakehol
• dersEnsure solutions follow Microsoft best practices, security standards, and ALM proce
• ssesSupport data migration and integration stra
• tegyGuide development teams on customization and extension approa
• chesMentor functional and technical consult
• antsParticipate in pre-sales activities, solution estimations, and strategic roadmap plan

ning
Required Skills & Exper

ienceEsse

• ntialExtensive experience implementing Microsoft Dynamics 36
• 5 CRMStrong expertis
• e in:Dynamics 365 Customer Se
• rviceOmnichannel for Customer Se
• rvicePower Pla
• tformProven experience implementing WhatsApp integration within customer service environ
• mentsStrong understandin
• g of:Customer engagement proc
• essesCase manag
• ementSLA manag
• ementKnowledge manag
• ementContact center opera
• tionsExperience integrating Dynamics 365 with enterprise applications and communication plat
• formsSolid knowledg
• e of:Power Aut
• omatePower
• AppsData
• verseAzure Logic
• AppsAzure Func
• tionsAPIs and integra
• tionsExperience
• with:Security m
• odelsEnvironment str
• ategyDevOps / CI-CD pipe
• linesSolution manag
• ementStrong stakeholder management and communication s
• killsExperience leading architecture and delivery

teams
Desirable

• SkillsExperience
• with:Dynamics 365 Contact
• CenterCopilot
• StudioAI-powered customer service sol
• utionsAzure Communication Se
• rvicesCustomer In
• sightsExperience working in Agile delivery enviro
• nmentsExperience in regulated industries (financial services, public sector, healthcare,

etc.)
Technical Envi

• ronmentDynamics 365 Customer
• ServiceDynamics 365 Omni
• channelPower P
• latformDa
• taverseAzure Integration S
• ervicesPower A
• utomatePow
• er AppsCopilot
• StudioAzure
• DevOpsRE
• ST APIsWhatsApp Business integ

rations
Personal At

• tributesStrong consultative
• approachExcellent problem-solvin
• g skillsAble to communicate effectively with both technical and non-technical a
• udiencesStrategic thinker with hands-on technical ca
• pabilityCollaborative and delivery
• -focusedCustomer-centric

mindset
Preferred E

• xperience12+ years Dynamics 365 CRM e
• xperience5+ years architecture respo
• nsibilityFull lifecycle enterprise implem
• entationsLarge-scale customer service transformation p
• rogrammesOmnichannel/contact centre de