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

Job Title: Sr. Dynamics 365 Sales & Service Architect (Product-Led, AI-Enabled)
Location: Malvern PA
Duration:10-12 Months
Role Summary
Leads enterprise architecture for Dynamics 365 Sales and Customer Service with a strong product-first mindset, maximizing out-of-the-box capabilities, embedding AI/Copilot, and ensuring scalable, secure, high-performance solutions with minimal custom code.
Key Responsibilities
Design solutions leveraging native Dynamics 365 Sales & Service features: BPFs, SLAs, queues, routing, forecasting, relationship analytics, and knowledge management.
Architect Dataverse data models and security (BUs, teams, hierarchy, FLS) aligned to enterprise compliance and scale.
Identify and implement Copilot and AI use cases: agent assist, case summarization, next-best-action, sentiment, and intelligent routing.
Define extensibility only where required using plug-ins, PCF, Azure Functions, Logic Apps, and Service Bus.
Architect integrations using Dataverse APIs and Azure Integration Services with ERP and core LOB systems.
Own ALM, CI/CD, solution strategy, and environment governance.
Establish monitoring, telemetry, and incident response using App Insights and platform diagnostics.
Act as technical authority, leading architecture reviews and mentoring architects and engineers.
Required Skills & Experience
12+ years in CRM / Microsoft Business Applications architecture, with deep hands-on experience in D365 Sales & Customer Service.
Expert knowledge of product capabilities and configuration-led design.
Strong Dataverse, SDK, plug-in pipeline, and security model expertise.
Advanced C#, JavaScript/TypeScript, PCF, and Azure integration architecture.
Proven experience driving platform adoption, reducing customizations, and enabling AI-driven productivity.