Senior Dynamics 365 Customer Service & CCaaS Architect

The DYN Collective

United States

On-site

USD 150,000 - 210,000

Full time

2 days ago

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Job summary

The DYN Collective seeks a Senior Solution Architect for Microsoft Dynamics 365 CE Customer Service & Contact Center to lead architecture, assessment, and delivery of large-scale D365 Customer Engagement and CCaaS transformations. You will drive current-state assessments, future-state architectures, and roadmaps with executive stakeholders.

You will architect AI-enabled service solutions using Copilot Studio, Power Platform, and Azure AI services, guiding multi-vendor implementations and

Qualifications

Requires 12+ years of delivering CRM, customer service, or enterprise solutions.
Strong experience with Dynamics 365 CE, Customer Service, and CCaaS.
Deep architecture, discovery, fit-gap, and roadmap capabilities.
Experience leading multi-workstream, multi-vendor delivery programs.
Proven ability to present to executives and stakeholders.

Responsibilities

Lead current-state assessments across CRM, contact center, and telephony.
Run stakeholder interviews and discovery workshops with business and IT leaders.
Define transformation roadmaps, dependencies, risk, and effort estimates.
Produce architecture diagrams, blueprints, and implementation recommendations.
Present findings to senior business and technology stakeholders.