CRM Solution Architect (Dynamics 365 CE Functional/Techno-Functional)

Job Title: CRM Solution Architect (Dynamics 365 CE Functional/Techno-Functional)
Location: Remote (USA)
Duration: 1 Year

Job Summary

We are seeking an experienced Microsoft Dynamics 365 CRM Solution Architect to lead enterprise CRM transformation initiatives for a large-scale Dynamics 365 Customer Engagement (CE) implementation. The ideal candidate will have extensive experience as a Functional or Techno-Functional Solution Architect, with a strong background in designing and delivering enterprise CRM solutions across Dynamics 365 Sales, Customer Insights – Journeys (Marketing), and Customer Service.

This role requires a strategic leader who can collaborate with business stakeholders, conduct discovery workshops, define scalable solution architectures, and guide end-to-end Dynamics 365 CE implementations while ensuring alignment with business objectives and enterprise standards.

Key Responsibilities

CRM Solution Architecture

• Lead business discovery workshops, stakeholder interviews, and requirement gathering sessions.
• Conduct fit-gap analysis and recommend best-fit Dynamics 365 CE solutions.
• Design end-to-end CRM solution architecture aligned with business and technical objectives.
• Develop solution blueprints, architecture documentation, and implementation roadmaps.
• Provide architectural governance and technical leadership throughout the project lifecycle.
• Collaborate with business, technical, and integration teams to deliver scalable CRM solutions.

Dynamics 365 Sales

• Design and implement solutions for:
• Lead Management
• Opportunity Management
• Account & Contact Management
• Sales Pipeline
• Sales Forecasting
• Territory Management
• Quote-to-Order Process
• Sales Insights

Dynamics 365 Marketing (Customer Insights – Journeys)

• Design customer engagement and marketing automation solutions including:
• Customer Insights – Journeys
• Customer Segmentation
• Customer Journey Orchestration
• Campaign Management
• Lead Nurturing
• Email Marketing
• Marketing Automation
• Customer Analytics

Dynamics 365 Customer Service

• Design and implement solutions for:
• Case Management
• Omnichannel Customer Service
• Knowledge Management
• SLA Management
• Self-Service Portals
• Customer Service Copilot
• Contact Center Solutions

Power Platform & Integration

• Design solutions using:
• Power Apps
• Power Automate
• Dataverse
• Power BI
• Copilot Studio
• AI Builder
• Architect enterprise integrations using:
• Azure Integration Services
• Logic Apps
• Service Bus
• REST APIs
• Integrate Dynamics 365 with ERP, Finance, HR, and third-party enterprise applications.
• Support data migration, master data management, and enterprise integration strategies.

Required Qualifications

• Bachelor''s or Master''s degree in Computer Science, Information Systems, or a related field.
• 18+ years of overall IT experience.
• 7+ years of Microsoft Dynamics CRM / Dynamics 365 Customer Engagement (CE) experience.
• Minimum three full lifecycle Dynamics 365 CE implementation projects.
• Strong experience as a Functional or Techno-Functional Solution Architect.
• Deep functional expertise in:
• Dynamics 365 Sales
• Dynamics 365 Marketing / Customer Insights – Journeys
• Dynamics 365 Customer Service
• Experience leading business discovery workshops, requirement gathering, and fit-gap analysis.
• Strong understanding of CRM solution architecture and enterprise design.
• Experience with Power Platform, including Power Apps, Power Automate, Dataverse, and Power BI.
• Experience with Azure Integration Services, Logic Apps, Service Bus, and REST APIs.
• Experience integrating Dynamics 365 with ERP and enterprise applications.
• Excellent communication, leadership, presentation, and stakeholder management skills.

Preferred Qualifications

• Microsoft Dynamics 365 Certifications.
• Microsoft Power Platform Certifications.
• Experience with Microsoft Copilot, Copilot Studio, and AI Builder.
• Experience delivering enterprise CRM transformation programs.
• Prior experience working with UST Global or similar enterprise consulting organizations.

Mandatory Skills

• Microsoft Dynamics 365 CE
• CRM Solution Architecture
• Dynamics 365 Sales
• Dynamics 365 Marketing
• Customer Insights – Journeys
• Dynamics 365 Customer Service
• Power Platform
• Functional Consulting
• Techno-Functional Architecture
• Solution Design
• CRM Transformation
• Azure Integration Services
• Logic Apps
• Service Bus
• REST APIs