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

Role: Dynamics 365 Sales & Service Architect (Product-Led, AI-Enabled)

Location: Malvern, PA

Hybrid Role

JD:

Key Responsibilities

• Design solutions leveraging native Dynamics 365 Sales & Service features, including BPFs, SLAs, queues, routing, forecasting, relationship analytics, and knowledge management.

• Architect Dataverse data models and security (Business Units, teams, hierarchy, Field-Level Security) aligned with enterprise compliance and scalability.

• Identify and implement Copilot and AI use cases such as agent assist, case summarization, next-best-action, sentiment analysis, and intelligent routing.

• Define extensibility only where required using plug-ins, PCF controls, Azure Functions, Logic Apps, and Azure Service Bus.

• Architect integrations using Dataverse APIs and Azure Integration Services with ERP and core line-of-business systems.

• Own ALM strategy, CI/CD pipelines, solution architecture, and environment governance.

• Establish monitoring, telemetry, and incident response using Application Insights and platform diagnostics.

• Act as a technical authority by leading architecture reviews and mentoring architects and engineers.

Required Skills & Experience

• 12+ years of experience in CRM and Microsoft Business Applications architecture, with deep hands-on expertise in Dynamics 365 Sales and Customer Service.

• Expert knowledge of Dynamics 365 product capabilities with a configuration-first, product-led design approach.

• Strong expertise in Dataverse, SDK, plug-in execution pipeline, and security model.

• Advanced experience with C#, JavaScript/TypeScript, PCF development, and Azure-based integration architecture.

• Proven track record of driving platform adoption, minimizing customizations, and enabling AI-driven productivity.

Preferred Qualifications

• Microsoft certifications such as MB-600 or PL-600; AZ-305 preferred.

• Experience working in regulated, high-volume enterprise environments.