Sr. Dynamics 365 Sales & Service Architect (Product-Led, AI-Enabled)

Role Summary

Leads enterprise architecture for Dynamics 365 Sales and Customer Service with a strong product-first mindset, maximizing out-of-the-box capabilities, embedding AI/Copilot, and ensuring scalable, secure, high-performance solutions with minimal custom code.

Key Responsibilities

• Design solutions leveraging native Dynamics 365 Sales & Service features: BPFs, SLAs, queues, routing, forecasting, relationship analytics, and knowledge management.
• Architect Dataverse data models and security (BUs, teams, hierarchy, FLS) aligned to enterprise compliance and scale.
• Identify and implement Copilot and AI use cases: agent assist, case summarization, next-best-action, sentiment, and intelligent routing.
• Define extensibility only where required using plug-ins, PCF, Azure Functions, Logic Apps, and Service Bus.
• Architect integrations using Dataverse APIs and Azure Integration Services with ERP and core LOB systems.
• Own ALM, CI/CD, solution strategy, and environment governance.
• Establish monitoring, telemetry, and incident response using App Insights and platform diagnostics.
• Act as technical authority, leading architecture reviews and mentoring architects and engineers.

Required Skills & Experience

• 12+ years in CRM / Microsoft Business Applications architecture, with deep hands-on experience in D365 Sales & Customer Service.
• Expert knowledge of product capabilities and configuration-led design.
• Strong Dataverse, SDK, plug-in pipeline, and security model expertise.
• Advanced C#, JavaScript/TypeScript, PCF, and Azure integration architecture.
• Proven experience driving platform adoption, reducing customizations, and enabling AI-driven productivity.

Preferred

• MB-600 / PL-600; AZ-305 preferred.
• Experience in regulated, high-volume enterprise environments.