Dynamics 365 Crm Architect
Falconsmartit
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Job summary
Falconsmartit is seeking an experienced Dynamics 365 CRM Architect to lead the architecture, design, and implementation of enterprise‑scale customer engagement solutions, with deep expertise in Dynamics 365 Customer Service, Omnichannel, and WhatsApp integration.
You will collaborate with business stakeholders and delivery teams to design scalable, secure, and high‑performing customer service solutions across the Microsoft Dynamics 365 and Power Platform ecosystem, driving architecture
Qualifications
- Extensive experience implementing Microsoft Dynamics 365 CRM and Customer Service
- Strong expertise in Omnichannel for Customer Service and Power Platform
- Proven experience integrating WhatsApp within customer service environments
- Solid knowledge of case management, SLA management, and contact center operations
- Experience with APIs and integrations, security models, and environment strategy
- Experience leading architecture and delivery teams in Agile settings
- Experience in regulated industries (financial services, public sector, healthcare, etc.)
Responsibilities
- Lead the architecture and design of Dynamics 365 Customer Service solutions
- Design and implement end-to-end omnichannel customer engagement capabilities including Live Chat, Digital Messaging, and WhatsApp
- Architect and implement Dynamics 365 Omnichannel for Customer Service
- Integrate WhatsApp using approved providers and Microsoft ecosystems
- Provide technical leadership and governance across implementation projects
- Create architecture documentation, solution designs, and integration specifications
- Lead workshops with business and technical stakeholders
- Ensure solutions follow Microsoft best practices, security standards, and ALM processes
- Support data migration and integration strategy
- Guide development teams on customization and extension approaches
- Mentor functional and technical consultants
- Participate in pre-sales activities, solution estimations, and strategic roadmap planning
Skills
Job description
Job Type : Hybrid; Atleast once in a week to office
Job Description:
Role Overview
We are seeking an experienced Dynamics 365 CRM Architect with deep expertise in Dynamics 365 Customer Service, Omnichannel, and digital engagement solutions including WhatsApp integration.
The successful candidate will lead the architecture, design, and implementation of enterprise-scale customer engagement solutions leveraging the Microsoft Dynamics 365 and Power Platform ecosystem.
You will work closely with business stakeholders, delivery teams, and technical consultants to design scalable, secure, and high-performing customer service solutions that improve customer experience and operational efficiency.
Key Responsibilities
- Lead the architecture and design of Dynamics 365 Customer Service solutions
- Design and implement end-to-end omnichannel customer engagement capabilities including:
- Live Chat
- Digital Messaging
- Architect and implement Dynamics 365 Omnichannel for Customer Service
- Integrate WhatsApp using approved providers such as:
- Meta Business integrations
- Dynamics 365
- Power Platform
- Third-party systems
- Provide technical leadership and governance across implementation projects
- Create architecture documentation, solution designs, and integration specifications
- Lead workshops with business and technical stakeholders
- Ensure solutions follow Microsoft best practices, security standards, and ALM processes
- Support data migration and integration strategy
- Guide development teams on customization and extension approaches
- Mentor functional and technical consultants
- Participate in pre-sales activities, solution estimations, and strategic roadmap planning
Required Skills & Experience
- Extensive experience implementing Microsoft Dynamics 365 CRM
- Strong expertise in:
- Dynamics 365 Customer Service
- Omnichannel for Customer Service
- Power Platform
- Proven experience implementing WhatsApp integration within customer service environments
- Strong understanding of:
- Case management
- SLA management
- Knowledge management
- Contact center operations
- Experience integrating Dynamics 365 with enterprise applications and communication platforms
- Solid knowledge of:
- Power Automate
- Power Apps
- Dataverse
- APIs and integrations
- Experience with:
- Security models
- Environment strategy
- Solution management
- Strong stakeholder management and communication skills
- Experience leading architecture and delivery teams
- Experience with:
- Dynamics 365 Contact Center
- AI-powered customer service solutions
- Customer Insights
- Experience working in Agile delivery environments
- Experience in regulated industries (financial services, public sector, healthcare, etc.)
Technical Environment
- Dynamics 365 Customer Service
- Power Platform
- Dataverse
- Power Automate
- Power Apps
- REST APIs
- WhatsApp Business integrations
Personal Attributes
- Strong consultative approach
- Excellent problem-solving skills
- Able to communicate effectively with both technical and non-technical audiences
- Strategic thinker with hands-on technical capability
- Collaborative and delivery-focused
- Customer-centric mindset
Preferred Experience
- 12+ years Dynamics 365 CRM experience
- 5+ years architecture responsibility
- Full lifecycle enterprise implementations
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