| Skills | Required/Preferred | Years | Candidate Experience |
| Experience delivering CRM, customer service, contact center, or enterprise business application solutions. | Required | 12 | |
| Experience with Microsoft Dynamics CRM or Dynamics 365 Customer Engagement. | Required | 8 | |
| Experience serving as a Solution Architect, Enterprise Architect, or Technical Architect on large-scale programs. | Required | 5 | |
| Deep experience with Dynamics 365 Customer Service. | Required | | |
| Demonstrated experience architecting and deploying enterprise contact center or CCaaS solutions. | Required | | |
| Strong understanding of voice, digital channels, IVR, routing, queues, telephony, agent experiences, and contact center operations. | Required | | |
| Experience leading complex, multi-workstream, multi-vendor enterprise implementations. | Required | | |
| Strong knowledge of Microsoft Dataverse, Power Apps, Power Automate, and Power Platform architecture. | Required | | |
| Experience with integrations, data migration, security architecture, application lifecycle management, and Azure services. | Required | | |
| Proven ability to lead assessments, discovery workshops, fit-gap analyses, and architecture reviews. | Required | | |
| Experience presenting findings and recommendations to executive and technical stakeholders. | Required | | |
| Strong leadership, communication, facilitation, problem-solving, and documentation skills. | Required | | |
| Experience working with Azure DevOps and formal architecture-governance processes. | Required | | |
| Ability to lead distributed onshore and offshore delivery teams. | Required | | |
| Experience with Microsoft Dynamics 365 Contact Center. | Preferred | | |
| Experience with Azure Communication Services and enterprise telephony architecture. | Preferred | | |
| Experience with Copilot Studio, AI agents, generative AI, and intelligent automation. | Preferred | | |
| Experience integrating or migrating from Genesys, NICE CXone, Five9, Amazon Connect, Cisco, Twilio, or other CCaaS platforms. | Preferred | | |
| Experience with workforce management, quality management, call recording, speech analytics, and performance-management solutions. | Preferred | | |
| Experience with Dynamics 365 Sales, Field Service, Customer Insights, or Power Pages. | Preferred | | |
| Experience with Microsoft Fabric, Power BI, and Azure data services. | Preferred | | |
| Experience supporting global, multilingual, multi-brand, or multi-entity contact centers. | Preferred | | |
| Background working within a consulting or systems-integrator environment. | Preferred | | |
| Familiarity with Microsoft FastTrack engagement models. | Preferred | | |
| Experience in regulated enterprise environments such as financial services, insurance, healthcare, government, utilities, or telecommunications. | Preferred | | |
| Experience supporting presales, solution demonstrations, estimates, proposals, and statements of work. | Preferred | | |
| 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. | Preferred | | |
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