Senior Solution Architect - Microsoft Dynamics 365 CE Customer Service & Contact Center

This is a heavy-hitting, client-facing architecture role focused on leading massive Microsoft Dynamics 365 and CCaaS transformations. You won't just be configuring out-of-the-box features; you'll be driving the entire technical vision for enterprise-scale customer service operations.

What You'll Actually Be Doing

Expect to spend a lot of time leading executive interviews, running discovery workshops, and steering complex multi-workstream programs. Your day-to-day will involve translating high-level business objectives into concrete future-state architectures, integration strategies, and implementation roadmaps. You'll be orchestrating everything from intelligent routing and voice channels to data migrations and security, acting as the bridge between technical delivery teams and C-suite stakeholders.

The Core Tech Stack

You need deep, battle-tested expertise in Microsoft Dynamics 365 Customer Engagement and Customer Service, paired with a strong foundation in the broader Power Platform like Dataverse, Power Apps, and Power Automate. Because this heavily touches modern contact centers, familiarity with Copilot Studio, Azure Communication Services, and CCaaS platforms like Genesys, NICE CXone, or Five9 is practically mandatory to survive the complex telephony and AI-driven integrations.

Interview Expectations

You will likely be grilled on a scenario where a massive enterprise migration hits a roadblock regarding telephony integration and data latency across global operations. The hiring manager is looking to see if you can balance pragmatic technical delivery with executive stakeholder management without losing your cool. They also want to test your depth on Dataverse limits and how you handle complex multi-vendor governance.

Application Advice

Your resume needs to scream enterprise architecture, not just basic CRM administration. Make sure to prominently feature keywords like "Dynamics 365 Customer Service", "CCaaS", "Power Platform", and "enterprise contact center". Highlight specific multi-workstream programs you've led from inception to delivery to prove you can handle distributed onshore and offshore teams.