Sr. Dynamics 365 Sales & Service Architect (Product-Led, AI-Enabled)
Malvern, PA (On-Site)
Long Term
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.
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.
Preferred
MB-600 / PL-600; AZ-305 preferred.
Experience in regulated, high-volume enterprise environments.Dynamics 365 Sales & Service Architect (Product-Led, AI-Enabled)
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