Solution Architect – Microsoft Dynamics 365 (Biz Apps)

Role Overview: We are seeking a highly skilled Solution Architect with strong expertise in Microsoft Dynamics 365 Customer Engagement (CE), particularly across Customer Service, Customer Insights, Contact Center, Omnichannel, and integration with Azure & Power Platform. The ideal candidate will understand customer requirements, design modern digital customer experience solutions, support crafting compelling proposals, and collaborate with sales teams to win strategic opportunities. Key Responsibilities: 1. Requirement Discovery & Analysis • Engage customers through workshops, interviews, and assessments. • Identify business pain points, process gaps, and improvement opportunities. • Translate business requirements into high-level architectural recommendations. 2. Solution Architecture (Microsoft Dynamics 365 & Power Platform) • Design end-to-end solutions leveraging: • • Dynamics 365 Customer Service • Omnichannel for Customer Service • Customer Insights (Data & Journeys / Real-Time Marketing) • Contact Center solutions (native or integrated, including voice, chat, bots) • Power Platform (Power Apps, Power Automate, Power Virtual Agents) • Azure components (Azure Communication Services, Azure Logic Apps, Functions, AI Builder, OpenAI integration) • Prepare conceptual and logical architecture diagrams. • Define integration patterns across ERP, CRM, data platforms, and third-party systems (CTI, telephony, social channels). • Provide solution accelerators, best practices, and governance recommendations. 3. Product Demonstration & Customer Presentation • Deliver persuasive demos for D365 Customer Service, Omnichannel, and Customer Insights. • Configure demo environments tailored to industry-specific scenarios. • Present solution decks, handle technical Q&A, and support client presentations with the sales team. • Represent the technical vision in RFPs, RFIs, tenders, and customer pitches. 4. Proposal Development • Create professional, visually compelling proposals, including: • Solution overview & approach • Architecture, process flows & user journeys • Implementation roadmap & project timeline • Value propositions, ROI and measurable business benefits • Competitive differentiators and unique selling points • Work with delivery teams to finalize scope, effort estimations, and pricing. 5. Innovation, Enablement & IP Development • Develop reusable templates, frameworks, demo scripts, and industry-specific solution blueprints. • Stay updated on Microsoft Biz Apps roadmap, wave releases, and new features. • Mentor internal teams on new capabilities in Dynamics 365 and the Power Platform. Required Skills & Experience: Technical Expertise • 7+ years in Microsoft Dynamics 365 CE / CRM implementations or solution architecture. • Strong hands-on experience in: • D365 Customer Service core modules • Omnichannel for Customer Service (voice, chat, SMS, WhatsApp, social channels) • Customer Insights (Data & Journeys) • Power Platform automation and bots • Contact Center integrations (Azure Communication Services, Genesys, Five9, or equivalent) • Knowledge of: • Microsoft Dataverse • Security model, governance, and ALM • Integrations using REST APIs, Azure Integration Services • AI Builder, Copilot, and Azure OpenAI-driven conversational experiences Soft Skills • Exceptional communication (verbal & written). • Excellent presentation skills: ability to present to CXOs and technical teams. • Strong client engagement, negotiation, and stakeholder management. • Strong storytelling ability—translating technology into business value. • Ability to handle multiple deliverables concurrently. • Team player, proactive thinker, and high attention to detail. Preferred Qualifications • Microsoft certifications: • D365 Customer Service Functional Consultant Associate • Dynamics 365 Fundamentals (CRM) • Power Platform Functional Consultant • Customer Data Platform Specialist (Customer Insights) • Experience with cloud-based contact center solutions. • Knowledge of industry-specific customer service processes (banking, insurance, telco, public sector).