Dynamics 365 Enterprise AI Architect

Role : Dynamics 365 Enterprise AI Architect

Duration : Long Term Contract

Location : Atlanta or Chicago or Vienna

Enterprise Architecture & Target-State Design
Define and own the end-to-end enterprise architecture for a Microsoft-native CCaaS and Customer Engagement platform spanning Dynamics 365 Customer Service, Dynamics 365 Sales, and the broader Microsoft ecosystem.
Establish target-state architecture across customer engagement, sales lifecycle, channels, agent and seller experience, integrations, data, security, and operations aligned to enterprise standards and revenue/CX outcomes.
Define architecture principles, reference architectures, patterns, and guardrails enabling scalable contact center modernization and sales transformation.
Dynamics 365 Customer Engagement (Sales + Customer Service) Architecture
Architect integrated solutions across Dynamics 365 Customer Service, Omnichannel for Customer Service, and Dynamics 365 Sales to enable end-to-end customer and sales journeys.
Design unified customer and seller experiences including lead-to-opportunity, opportunity-to-close, account management, case management, and service resolution.
Define architectures for sales automation (lead management, pipeline management, forecasting, territory management), customer insights, and omnichannel engagement.
Design agent and seller workspaces, case and opportunity orchestration, session management, routing rules, queues, workstreams, and skills-based distribution.
Ensure tight alignment between sales and service processes to drive cross-sell/upsell, improved conversion, and customer lifetime value.
Align solutions with KPIs such as revenue growth, win rate, pipeline velocity, AHT, FCR, CSAT, NPS, and deflection.
Microsoft Ecosystem Architecture (End-to-End Platform Enablement)
Define architecture leveraging the full Microsoft stack including Power Platform (Power Apps, Power Automate, Power BI), Microsoft Teams, Microsoft 365, and Dynamics 365.
Architect collaboration and productivity integration using Teams (embedded calling, collaboration, and workflows for agents and sellers).
Leverage Power Platform for low-code extensibility, automation, reporting, and rapid solution acceleration across sales and service scenarios.
Define patterns for integrating third-party and Microsoft ISV solutions (WFM/WEM, CTI/voice, CPaaS, marketing automation, analytics platforms).
Enable connected experiences across Dynamics 365 Sales, Customer Insights, Customer Service, and external CX and revenue platforms.
Copilot Studio, AI & Automation Architecture
Architect and govern Copilot Studio solutions across service and sales scenarios, including virtual agents, sales copilots, conversational AI, and workflow automation.
Define patterns for intelligent lead qualification, opportunity insights, agent assist, knowledge recommendations, and next-best-action guidance.
Establish patterns for bot-to-agent and bot-to-seller handoff, context preservation, identity propagation, and escalation scenarios.
Define governance for AI including prompt design, model usage, security controls, monitoring, and responsible AI guardrails.
Azure & Integration Architecture
Define Azure-native integration patterns using Azure API Management, Logic Apps, Azure Functions, Service BEvent Grid, and secure networking constructs.
Architect integrations between Dynamics 365 Sales/Customer Service and enterprise systems including customer identity, ERP, core business systems, marketing platforms, knowledge repositories, WFM/WEM, telephony/voice, QA/recording, and analytics solutions.
Establish API standards, canonical models, event-driven architecture patterns, error handling, retries, idempotency, and resiliency design.
Data, Analytics & Observability
Own enterprise data architecture leveraging Dataverse as the core for customer, sales, and interaction data.
Define unified data models spanning leads, opportunities, accounts, cases, interactions, and customer 360 insights.
Establish data governance, lineage, retention, master data management, and privacy controls for PII and regulated data.
Define analytics architecture using Power BI and Azure analytics services for sales performance, pipeline tracking, service operations, and customer experience insights.
Define observability patterns for logging, metrics, tracing, and operational dashboards enabling proactive monitoring and performance tuning.
Security, NFRs & Compliance
Define and validate non-functional requirements including scalability, availability, performance, security, privacy, and disaster recovery across sales and service platforms.
Ensure alignment with enterprise security architecture using Microsoft Entra ID, role-based access control (RBAC), managed identities, Key Vault, and conditional access.
Support threat modeling, architecture reviews, and compliance validation with security, risk, and privacy stakeholders.
Governance & Delivery Enablement
Serve as architecture authority across CCaaS and Customer Engagement programs, ensuring consistent implementation across sales, service, and platform workstreams.
Define governance models for solution design, environment strategy, ALM, DevOps, release management, and platform lifecycle.
Partner with business, sales, CX, and technology stakeholders to translate architecture into roadmaps, milestones, and execution plans.
Review and validate solution designs, integrations, and deployment strategies; support go-live readiness and production stability.
Qualifications
12+ years of experience in enterprise or solution architecture with strong focus on Dynamics 365 Customer Engagement (Sales and Customer Service) and Microsoft ecosystem based platforms.
Deep expertise in architecting Dynamics 365 Sales and Customer Service solutions, including Omnichannel and CCaaS capabilities.
Strong experience integrating sales and service processes to enable end-to-end customer lifecycle and revenue optimization.
Proven experience across Microsoft ecosystem including Power Platform, Azure, Microsoft 365, Teams, and Copilot capabilities.
Hands-on expertise in Azure architecture and enterprise integrations, including API management and event-driven architectures.
Demonstrated experience designing and governing Copilot Studio and AI-driven use cases across sales and service.
Strong background in enterprise integrations including CRM, ERP, telephony/voice, identity, WFM/WEM, analytics, and data platforms.
Solid data architecture experience including Dataverse, customer 360 modeling, analytics, governance, and privacy controls.
Experience working in regulated industries (Financial Services, Insurance, Healthcare) preferred.
Strong stakeholder management skills with the ability to influence business, sales, CX leaders, architects, and executive stakeholders.
Preferred Certifications
Azure Solutions Architect Expert
Power Platform Solution Architect Expert
Dynamics 365 Sales / Customer Service certifications
TOGAF (or equivalent)
Microsoft AI & Business Applications Certifications (Highly Preferred):
Microsoft Certified: Agentic AI Business Solutions Architect (AB-100)
Microsoft Certified: Copilot & Agent Administration Fundamentals (AB-900)
Microsoft Certified: AI Business Professional (AB-730)
Microsoft Certified: AI Transformation Leader (AB-731)
Microsoft Certified: Azure AI Engineer Associate (AI-102)
Microsoft Certified: Azure AI Fundamentals (AI-900 / AI-901)
Copilot Studio Functional Consultant (MB-820)
Copilot Studio Agent Developer / Maker (emerging certifications)