Dynamics 365 CRM Architect

Job Title :
Dynamics 365 CRM Architect

Job Location :
Bradford/Leeds , UKJob 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 Whats App 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 Whats App Architect  and implement Dynamics 365 Omnichannel for Customer Service Integrate Whats App using approved providers such as:

Azure Communication Services Twilio Meta  Business integrations

Define solution architecture across:

Dynamics 365

Power Platform Azure Integration Services 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 Essential Extensive  experience implementing Microsoft Dynamics 365 CRMStrong expertise in:

Dynamics 365 Customer Service Omnichannel for Customer Service Power Platform Proven experience implementing Whats App integration within customer service environments

Strong understanding of:

Customer engagement processes

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 Azure  Logic Apps Azure Functions

APIs and integrations

Experience with :

Security models

Environment strategy

DevOps / CI-CD pipelines

Solution management

Strong stakeholder management and communication skills

Experience leading architecture and delivery teams

Desirable Skills

Experience with :

Dynamics 365 Contact Center Copilot Studio

AI-powered customer service solutions

Azure Communication Services Customer Insights Experience working in Agile delivery environments

Experience in regulated industries (financial services, public sector, healthcare, etc.)Technical Environment Dynamics 365 Customer Service Dynamics 365 Omnichannel Power Platform Dataverse Azure  Integration Services Power Automate Power Apps Copilot Studio Azure DevOpsREST APIs Whats App  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 experience5+ years architecture responsibility

Full lifecycle enterprise implementations

Large-scale customer service transformation programmes

Omnichannel/contact centre deployments
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