Dynamics 365 CE Solution Architect

Accenture; Helsinki; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

Accenture is seeking a Dynamics 365 CE Solution Architect to design and deliver AI-powered customer engagement solutions. You will lead discussions with stakeholders, define end-to-end Dynamics 365 architectures, and guide delivery teams across onshore, nearshore, and offshore setups.

You will drive solution design, integrate CRM back-ends and third-party systems, and apply Copilot and AI capabilities where they add value, while maintaining strong client relationships and clear communication in

Qualifications

• Must have extensive expertise in Microsoft AI Business Solutions, especially Dynamics 365 Customer Engagement architecture.
• Solid experience with Power Platform (Power Automate, Power Apps, Dataverse) and integration patterns.
• Knowledge of requirements engineering, preferably in Agile environments.
• Strong ability to analyze and design business processes for service and customer engagement domains.
• Structured, methodical approach to developing functional and technical solutions.

Responsibilities

• Lead discussions with client stakeholders to define and deliver end-to-end solutions.
• Design end-to-end Dynamics 365 solutions, CRM/ERP integrations and third-party systems.
• Own solution implementation and act as interface between client and delivery teams.
• Guide change management and ensure smooth adoption of solutions.
• Collaborate across cross-functional teams including presales and delivery.

Skills

Dynamics 365 CE

Power Platform

Requirements engineering

Business process analysis

Structured problem solving

Leadership

Client relationships

English communication

Tools

Dynamics 365 Customer Engagement

Copilot Studio

Job description

Dynamics 365 CE Solution Architect

Want to pair your adaptable, collaborative, curious mindset with your tech skills to help clients digitally transform the way they serve their customers? Are you passionate about designing and delivering modern, AI-powered solutions on Microsoft Dynamics 365? Join our team as aSolution Architectand help shape customer engagement experiences that solve real business challenges.

Come join us

Join a team of Business Applications professionals focused on implementing Microsoft Dynamics 365 Customer Engagement solutions for clients across Retail & Consumer Goods, Public Sector, Financial Services and Professional Services. As a team we cover Customer Service and Contact Center, Sales, Field Service and Project Operations — with the Power Platform, Azure, M365 and Copilot Studio as an integral part of our expertise.

You will be part of a supportive and dedicated team made up of enthusiastic, motivated colleagues, who’s energy and commitment make sure we deliver with excellence every day. The team is cross-skilled, including functional and technical profiles, focused on delivery and/or presales.
We think global and act local, delivering solutions of quality to our clients in the Nordics and across Europe and of course be passionate about working with AI and exploring its business potential and project delivery through AI.

What you'll do

A client-centric attitude and excellent interpersonal skills are essential to lead discussions with customer stakeholders through to the successful definition and delivery of the solution.

Client engagement

• Support clients in defining integrated customer service solutions.
• Act as theSolution Architectexpert, providing guidance throughout solution design and the proposal process.

Solution design & architecture

• Design end-to-end Dynamics 365 solutions
• CRM/ERP back-ends and third-party systems.
• Bring AI into the design where it earns its place: Copilot agent assist, conversation summarisation, autonomous agents, sentiment and analytics.

Project leadership

• Own the solution implementation and act as the interface between the client and development teams (onshore/nearshore/offshore).
• Lead project teams in designing future-proof, scalable solutions.
• Ensure structured requirement gathering aligned with our CRM project methodology.
• In support of the Delivery Lead, oversee estimations, planning, resource mobilisation, execution and closure.

Change management

• Guide clients and internal teams through change processes to ensure smooth adoption and long-term success.
• Engage in continuous learning and foster partnerships within the business domain.

Skills and experience

• Extensive expertise in Microsoft AI Business Solutions, particularly Dynamics 365 Customer Engagement and architectural design.
• Solid command of the Power Platform (Power Automate, Power Apps, Dataverse) and integration patterns.
• Knowledge and experience in requirements engineering, ideally in an agile environment.
• Strong understanding of business process analysis and design in the service and customer engagement domains.
• Structured and methodical approach to developing functional and technical solutions.
• Experience leading and motivating cross-functional teams, including daily on-the-job coaching.
• Building and maintaining positive client relationships, understanding their business and strategic needs, and providing tailored quality solutions.
• Excellent communication skills in English, and preferably Dutch or French.

Nice to have (a clear plus, not a requirement)

• Hands-on experience with contact center platforms — Dynamics 365 Contact Center, Omnichannel for Customer Service, or comparable CCaaS solutions (Genesys, NICE, Amazon Connect, Five9).
• Telephony and voice integration experience (Azure Communication Services, SIP, direct routing, IVR design).
• Dynamics 365 Field Service experience: work orders, resource scheduling, mobile workforce enablement.
• Relevant Microsoft certifications
• Pre-sales: Participate in pre-sales activities such as business needs analysis, proposal writing and pitch presentations.

About you

• A strong technical background and history
• Consultative and collaborative approach to problem-solving.
• Resilience and adaptability in dynamic environments.
• Intellectual curiosity with a passion for technology.
• Strong communicator, persuasive through a service-oriented mindset.
• Willingness to travel, depending on project assignments.