Dynamics 365 Enterprise AI Architect

We are seeking a Dynamics 365 Enterprise AI Architect to lead the enterprise architecture and target-state design for a Microsoft-based customer engagement and contact center ecosystem.

This role will define and drive architecture across Dynamics 365 Customer Service, Dynamics 365 Sales, Omnichannel, Copilot Studio, Azure, Power Platform, Microsoft Teams, and Dataverse, supporting enterprise-scale transformation across sales and customer service functions.

The ideal candidate combines deep hands-on Dynamics 365 expertise, enterprise architecture leadership, and strong experience with AI/Copilot and Azure integration patterns., * Define and own end-to-end enterprise architecture for a Microsoft-based customer engagement and CCaaS platform

• Establish target-state architecture across sales, service, channels, integrations, data, and security
• Develop architecture principles, standards, patterns, and governance guardrails

Dynamics 365 Customer Engagement Architecture

• Architect solutions across Dynamics 365 Sales, Customer Service, and Omnichannel
• Design end-to-end customer and seller journeys including:

• Lead-to-opportunity
• Opportunity-to-close
• Account management
• Case management and resolution

• Define architecture for:

• Sales automation (pipeline, forecasting, territory management)
• Case management and service workflows
• Routing, queues, workstreams, and skills-based distribution, AI, Copilot & Automation

• Design and govern Copilot Studio solutions across sales and service
• Enable use cases including:

• Virtual agents and conversational AI
• Agent assist and sales copilots
• Lead qualification and opportunity insights
• Workflow automation and next-best-action recommendations

• Define AI governance including prompt design, security, and responsible AI controls

Azure & Integration Architecture

• Define Azure-native integration patterns using:

• API Management
• Logic Apps
• Azure Functions
• Service Bus / Event Grid

• Architect integrations across:

• CRM, ERP, identity systems
• Telephony and contact center platforms
• Enterprise data and analytics platforms, * Define customer 360 data models across sales and service domains

• Establish governance for:

• Data lineage, retention, and privacy
• Master data management

• Define analytics architecture using Power BI and Azure analytics services
• Implement observability for monitoring, logging, and performance tuning

Security & Non-Functional Requirements

• Define architecture for:

• Scalability, availability, and performance
• Security and privacy
• Disaster recovery and resiliency

• Align with Microsoft security standards including:

• Entra ID, RBAC, managed identities, Key Vault, conditional access

Governance & Delivery

• Act as architecture authority across programs and workstreams
• Define governance for ALM, DevOps, release management, and environment strategy
• Partner with business and technology stakeholders to drive roadmap and execution
• Review solution designs and support go-live readiness

• 12+ years of experience in enterprise architecture or solution architecture

• Deep expertise with Dynamics 365 Customer Engagement, including:

• Dynamics 365 Sales

• Dynamics 365 Customer Service

Strong experience with Omnichannel and contact center (CCaaS) solutions

Hands-on experience with:

• Power Platform (Power Apps, Power Automate, Power BI)
• Azure integration architecture
• Microsoft Teams and Microsoft 365

Experience designing and implementing Copilot Studio and AI-driven solutions

Strong knowledge of:

• API architecture
• Event-driven systems
• Enterprise integrations

Experience with Dataverse, data modeling, and data governance

Strong stakeholder management and executive communication skills

Preferred Qualifications

• Experience in regulated industries (Financial Services, Insurance, Healthcare)
• Strong experience integrating CRM with ERP, telephony, and enterprise platforms

Preferred Certifications

• Azure Solutions Architect Expert
• Power Platform Solution Architect Expert
• Dynamics 365 Sales or Customer Service certifications
• TOGAF or equivalent

The base compensation range for this role in the posted location is: $160,650 - 201,495/ yearly.

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)

• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)

• Life and disability insurance

• Employee assistance programs

• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini's discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Capgemini ist einer der weltweit führenden Anbieter von Management- und IT-Beratung, Technologie-Services und Digitaler Transformation. Als ein Wegbereiter für Innovation unterstützt das Unternehmen seine Kunden bei deren komplexen Herausforderungen rund um Cloud, Digital und Plattformen.