Senior Solutions Architect – Microsoft Dynamics 365 Customer Engagement (CE) Sales

Remote • Posted 9 hours ago • Updated 9 hours ago
Contract Independent
Contract W2
6 Months
No Travel Required
Remote
Depends on Experience
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Customer Relationship Management (CRM)
  • Customer Engagement
  • Sales

Summary

Required Qualifications
  • 12+ years of experience delivering CRM, customer service, contact center, or enterprise business application solutions.
  • 8+ years of experience with Microsoft Dynamics CRM or Dynamics 365 Customer Engagement.
  • 5+ years serving as a Solution Architect, Enterprise Architect, or Technical Architect on large-scale programs.
  • Deep experience with Dynamics 365 Customer Service.
  • Demonstrated experience architecting and deploying enterprise contact center or CCaaS solutions.
  • Strong understanding of voice, digital channels, IVR, routing, queues, telephony, agent experiences, and contact center operations.
  • Experience leading complex, multi-workstream, multi-vendor enterprise implementations.
  • Strong knowledge of Microsoft Dataverse, Power Apps, Power Automate, and Power Platform architecture.
  • Experience with integrations, data migration, security architecture, application lifecycle management, and Azure services.
  • Proven ability to lead assessments, discovery workshops, fit-gap analyses, and architecture reviews.
  • Experience presenting findings and recommendations to executive and technical stakeholders.
  • Strong leadership, communication, facilitation, problem-solving, and documentation skills.
  • Experience working with Azure DevOps and formal architecture-governance processes.
  • Ability to lead distributed onshore and offshore delivery teams.
Preferred Skills & Experience
  • Experience with Microsoft Dynamics 365 Contact Center.
  • Experience with Azure Communication Services and enterprise telephony architecture.
  • Experience with Copilot Studio, AI agents, generative AI, and intelligent automation.
  • Experience integrating or migrating from Genesys, NICE CXone, Five9, Amazon Connect, Cisco, Twilio, or other CCaaS platforms.
  • Experience with workforce management, quality management, call recording, speech analytics, and performance-management solutions.
  • Experience with Dynamics 365 Sales, Field Service, Customer Insights, or Power Pages.
  • Experience with Microsoft Fabric, Power BI, and Azure data services.
  • Experience supporting global, multilingual, multi-brand, or multi-entity contact centers.
  • Background working within a consulting or systems-integrator environment.
  • Familiarity with Microsoft FastTrack engagement models.
  • Experience in regulated enterprise environments such as financial services, insurance, healthcare, government, utilities, or telecommunications.
  • Experience supporting presales, solution demonstrations, estimates, proposals, and statements of work.
Preferred Certifications
  • Microsoft Certified: Power Platform Solution Architect Expert
  • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
  • Microsoft Certified: Power Platform Functional Consultant Associate
  • Microsoft Certified: Power Platform Developer Associate
  • Relevant Microsoft Azure, AI, security, or Microsoft Fabric certifications
  • Relevant CCaaS, contact center, or telecommunications certifications
Tools & Platforms
  • Microsoft Dynamics 365 Customer Service
  • Microsoft Dynamics 365 Contact Center
  • Microsoft Dataverse
  • Microsoft Power Apps and Power Automate
  • Microsoft Copilot Studio
  • Azure Communication Services
  • Microsoft Teams and Microsoft 365
  • Microsoft Fabric and Power BI
  • Azure Integration and Data Services
  • Azure DevOps
  • Enterprise telephony and CCaaS platforms
Key Deliverables & Expectations
  • Current-state customer service and contact center assessment
  • Enterprise architecture and transformation strategy
  • Fit-gap assessment and prioritized recommendations
  • Future-state solution, integration, data, security, and telephony architectures
  • Implementation roadmap, phasing strategy, estimates, and dependencies
  • Architecture diagrams, design documentation, and decision records
  • Risk, compliance, resilience, and operational-readiness plans
  • Go-live architecture review and stabilization oversight
  • Solutions aligned with measurable customer service and contact center outcomes
  • Clear executive communication, proactive risk management, and strong customer trust
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91172961
  • Position Id: 9083288
  • Posted 9 hours ago
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Vinay Karapa

Recruiter @ IT Gig LLC
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