D365 Customer Service Senior Functional Architect

Job Description

We are seeking an experienced D365 Customer Service Senior Functional Architect with 10+ years of CRM experience and a minimum of 5 years of hands-on expertise in Microsoft Dynamics 365 Customer Service. The ideal candidate will lead the functional architecture, design, configuration, and implementation of enterprise-scale Customer Service solutions, partnering with business and technical stakeholders to deliver scalable, best-practice solutions using Microsoft Dynamics 365 and the Power Platform.

The successful candidate will play a key role in assessing the client''s current customer service platform, designing the Dynamics 365 Customer Service solution, and leading the functional transformation and migration to Microsoft Dynamics 365 while ensuring business processes, workflows, and service operations are optimized and successfully transitioned.

Key Responsibilities

• Lead discovery workshops and gather functional and business requirements from key stakeholders.
• Assess the client''s current customer service platform, business processes, workflows, and service operations, and define the functional migration strategy to Microsoft Dynamics 365 Customer Service.
• Design, configure, and implement Microsoft Dynamics 365 Customer Service, including Case Management, Queues, Routing Rules, SLAs, Knowledge Management, Customer Service Workspace, Omnichannel, and related capabilities.
• Analyze the current-state solution and map business processes, workflows, automations, and data to the future-state Dynamics 365 Customer Service solution, identifying opportunities for process optimization and standardization.
• Define functional solution architecture, security model, business rules, and configuration aligned with Microsoft best practices.
• Collaborate with technical teams on integrations, data migration, Power Platform solutions, and solution deployment.
• Lead functional design reviews, support system integration testing (SIT), user acceptance testing (UAT), cutover planning, and post-go-live stabilization to ensure a successful migration.
• Prepare functional design documents, user stories, process flows, and solution documentation, while providing leadership and mentoring to project teams throughout the implementation lifecycle.