Dynamics 365EnterpriseAIArchitect

Greetings from Smart Work IT Services. We are hiring for the below rol,

Role : Dynamics 365 Enterprise AI Architect.

Locations: Atlanta/ Chicago/ Virginia 3 days office

Job Description

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.
• Hands on with business and futuristic AI Architect.
• Techno -functional on contact Centre experience

Qualifications

• 15+ 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.

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.

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)