Dynamics 365 CRM Solution Architect

Job Title: Dynamics 365 CRM Solution Architect (Functional / Techno-Functional)

Location: Remote

Duration: Long-Term Contract

Experience: 18+ Years

Job Description

We are seeking an experienced Dynamics 365 CRM Solution Architect with 18+ years of overall IT experience and strong functional/techno-functional expertise in Microsoft Dynamics 365 Customer Engagement (CRM). The ideal candidate will lead enterprise CRM transformation initiatives and architect scalable solutions across Dynamics 365 Sales, Marketing (Customer Insights - Journeys), and Customer Service modules.

This role requires close collaboration with business stakeholders, product owners, and delivery teams to define solution architecture, conduct discovery workshops, perform fit-gap analysis, and drive successful Dynamics 365 implementations.

Note: This is NOT a pure technical developer role. Candidates should have a strong functional consulting or techno-functional background with Solution Architecture experience.

Responsibilities

• Lead end-to-end Dynamics 365 CRM solution architecture and design.
• Conduct business discovery workshops, requirement gathering, and fit-gap analysis.
• Design scalable CRM solutions aligned with business objectives.
• Create solution blueprints, architecture documentation, and implementation roadmaps.
• Architect and implement solutions across:
  • Dynamics 365 Sales
  • Dynamics 365 Marketing (Customer Insights - Journeys)
  • Dynamics 365 Customer Service
• Design customer lifecycle management, lead management, opportunity management, campaign management, case management, omnichannel engagement, and customer service processes.
• Drive adoption of Microsoft Power Platform including Power Apps, Power Automate, Dataverse, Power BI, AI Builder, and Copilot Studio.
• Design integrations with ERP, Finance, HR, eCommerce, and third-party applications using Azure Integration Services, Logic Apps, Service Bus, APIs, and Dataverse.
• Provide architectural governance and mentor functional consultants and development teams.
• Collaborate with executive leadership and business stakeholders to support digital transformation initiatives.

Required Skills

• 18+ years of overall IT experience.
• 7+ years of Microsoft Dynamics CRM / Dynamics 365 CE experience.
• Minimum 3 full lifecycle Dynamics 365 CRM implementations as a Solution Architect.
• Strong functional or techno-functional expertise in:
  • Dynamics 365 Sales
  • Dynamics 365 Marketing (Customer Insights - Journeys)
  • Dynamics 365 Customer Service
• Experience conducting business workshops, requirement gathering, and fit-gap analysis.
• Strong knowledge of CRM business processes and customer lifecycle management.
• Experience with Microsoft Power Platform:
  • Power Apps
  • Power Automate
  • Dataverse
  • Power BI
  • AI Builder
  • Copilot Studio
• Experience integrating Dynamics 365 with enterprise applications using Azure Integration Services, Logic Apps, Service Bus, and REST APIs.
• Excellent communication, stakeholder management, and consulting skills.
• Experience leading enterprise CRM transformation projects.

Preferred Qualifications

• Microsoft Dynamics 365 Solution Architect certification.
• Power Platform Solution Architect certification.
• Experience with Customer Insights, AI-driven selling, Customer Service Copilot, and Microsoft Copilot capabilities.
• Experience working in Agile/Scrum environments.

Must-Have Skills

• Dynamics 365 CRM (Customer Engagement)
• Dynamics 365 Sales
• Dynamics 365 Marketing (Customer Insights - Journeys)
• Dynamics 365 Customer Service
• CRM Solution Architecture
• Functional Consulting
• Techno-Functional Experience
• Power Platform
• Power Apps
• Power Automate
• Dataverse
• Power BI
• Fit-Gap Analysis
• Business Process Design
• Discovery Workshops
• Azure Integration Services
• Logic Apps
• REST APIs
• Enterprise CRM Implementations