Dynamics 365 CRM Architect
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
- 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