Dynamics 365 Crm Architect

Falconsmartit; Ledston; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Falconsmartit is seeking a Dynamics 365 CRM Architect to lead architecture, design and implementation of enterprise customer engagement using the Microsoft Dynamics 365 and Power Platform ecosystem. You will collaborate with stakeholders and delivery teams to build secure, scalable customer service solutions that enhance experience and operational efficiency.

The role requires deep expertise across Dynamics 365 CRM, Dynamics 365 Customer Service, Omnichannel, and Power Platform, including

Qualifications

• Extensive experience implementing Microsoft Dynamics 365 CRM.
• Strong expertise in Customer Service, Omnichannel, and Power Platform.
• Proven ability to lead architecture across enterprise customer engagement projects.

Responsibilities

• Lead the architecture and design of Dynamics 365 Customer Service solutions.
• Design and implement end-to-end omnichannel engagement including Live Chat and WhatsApp.
• Provide technical governance, workshop facilitation, and integration specifications.

Skills

Dynamics 365 CRM

Omnichannel

Power Platform

WhatsApp integration

APIs & integrations

Tools

Dataverse

Power Automate

Power Apps

REST APIs

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
• WhatsApp
• 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