Senior CRM Solution Architect

New York City Department of Consumer and Worker Protection; New York (NY); Hybrid; USD 100,000 - 150,000; Full time

Job summary

The New York City Department of Consumer and Worker Protection seeks a Senior CRM Solution Architect to lead architectural strategies for its enterprise CRM platform. This role will collaborate with cross-functional teams to develop, govern, and modernize CRM solutions within the agency.

Candidates should possess extensive experience with Microsoft Dynamics 365 and a strong software engineering background. This position supports essential operations within the department and aims to improve service delivery to New Yorkers.

Qualifications

• 5+ years of satisfactory full-time software experience in designing applications.
• Experience with project leadership and complex project work.
• Extensive knowledge of system integration and data modeling.

Responsibilities

• Provide architectural leadership for the CRM ecosystem.
• Define integration patterns for secure connectivity.
• Establish end-to-end solution architecture.

Skills

Microsoft Dynamics CRM / Dynamics 365 CE

Dataverse

Power Platform

REST APIs

C#/.NET Development

Education

Baccalaureate degree in computer science or related field

Job description

Only permanent employees in the civil service title, comparable title (under 6.1.9), eligible for the 55a program, and those that are reachable in the civil service list are eligible to apply.

This position may be eligible for remote work for up to 2 days per week pursuant to the Flexible Work Pilot Program.

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses nearly 45,000 businesses in more than 40 industries and enforces key consumer protection and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. DCWP empowers consumers and working families by providing the tools and resources they need to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities. For more information about DCWP and its work, call 311 or visit DCWP at NYC Department of Consumer and Worker Protection (DCWP), sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube.

DCWP seeks a Senior CRM Solution Architect to provide architectural leadership for the agency’s enterprise CRM platform, which supports mission critical licensing, investigations, enforcement, and regulatory operations. This role ensures that all CRM applications are designed, governed, and aligned with modern Microsoft Dynamics 365 and Power Platform standards.

The Senior CRM Solution Architect will collaborate with development staff, business analysts, product owners, and senior Technology leadership to define solution architecture, guide integration patterns, establish data models, and ensure consistency across CRM programs. This position plays a key role in supporting the agency’s strategic direction toward CRM modernization and future cloud adoption.

Responsibilities

• Provide architectural leadership for the agency's enterprise CRM ecosystem, encompassing Dynamics 365, Dataverse, model-driven and Canvas Apps, and Power Automate flows, ensuring alignment with Microsoft Power Platform best practices and Well-Architected Framework guidance.
• Define and govern integration patterns to ensure secure, scalable, and maintainable connectivity between the CRM platform and internal and external agency systems.
• Establish and maintain end-to-end solution architecture spanning application design, data modeling, and security frameworks.
• Provide architectural guidance on CRM configurations, customizations, and extensions implemented by development team.
• Perform selective hands‑on development for high‑complexity components such as plugins, integration services, and architectural prototypes.
• Lead data modeling and reference/master data governance to ensure consistency and interoperability across BA, AIMS, OLPS METS, FEMS, Licensing, and other agency systems.
• Define and enforce architecture standards, solution layering strategies, ALM practices, and DevOps pipeline design for CRM applications.
• Conduct design reviews, assess technical risks, and recommend mitigation strategies.
• Support modernization initiatives including cloud readiness, platform optimization, and Power Platform adoption.
• Collaborate with DBAs, infrastructure teams, and cybersecurity to ensure secure, performant, and compliant CRM solutions.
• Collaborate with PMO staff on requirements clarification, release planning, and alignment of technical solutions with program needs.
• Produce architectural documentation, diagrams, and reference models to support long‑term maintainability.

Minimum Qualifications

• A baccalaureate degree from an accredited college, including or supplemented by twenty-four (24) semester credits in computer science or a related computer field and two (2) years of satisfactory full‑time software experience in designing, programming, debugging, maintaining, implementing, and enhancing computer software applications, systems programming, systems analysis and design, data communication software, or database design and programming, including one year in a project leader capacity or as a major contributor on a complex project; or
• A four‑year high school diploma or its educational equivalent and six (6) years of full‑time satisfactory software experience as described in “1” above, including one year in a project leader capacity or as a major contributor on a complex project; or
• A satisfactory combination of education and experience that is equivalent to (1) or (2) above. College education may be substituted for up to two years of the required experience in (2) above on the basis that sixty (60) semester credits from an accredited college is equated to one year of experience. A masters degree in computer science or a related computer field may be substituted for one year of the required experience in (1) or (2) above. However, all candidates must have a four‑year high school diploma or its educational equivalent, plus at least one (1) year of satisfactory full‑time software experience in a project leader capacity or as a major contributor on a complex project.

NOTE: In order to have your experience accepted as Project Leader or Major Contributor experience, you must explain in detail how your experience qualifies you as a project leader or as a major contributor. Experience in computer operations, technical support, quality assurance (QA), hardware installation, help desk, or as an end user will not be accepted for meeting the minimum qualification requirements.

Special Note: To be eligible for placement in Assignment Level IV, in addition to the Qualification Requirements stated above, individuals must have one year of satisfactory experience in a project leader capacity or as a major contributor on a complex project in data administration, database management systems, operating systems, data communications systems, capacity planning, and/or on‑line applications programming.

Preferred Skills

• Extensive experience with Microsoft Dynamics CRM / Dynamics 365 CE, including enterprise‑scale solution design and architectural patterns.
• Deep understanding of Dataverse, entity modeling, relationships, security architecture, and solution layering.
• Experience designing enterprise integrations using REST APIs and .NET components.
• Ability to perform selective hands‑on development for high‑complexity components (plugins, integration services, architectural prototypes).
• Strong knowledge of Power Platform (model‑driven apps, Power Automate, Power Apps) and its role in enterprise architecture.
• Experience defining ALM processes, solution lifecycle strategy, and integration with DevOps pipelines.
• Strong understanding of enterprise data modeling, reference/master data governance, and cross‑system data flows.
• Familiarity with Azure integration concepts (authentication, API management patterns) as they relate to Dynamics 365.
• Ability to lead design discussions, produce architectural documentation, and guide development staff.
• C#/.NET Application Development.
• API Development and Integration.
• Dataverse / Dynamics 365 Data Modeling.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55‑a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55‑a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City Residency is not required for this position.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.