Senior Manager - Dynamics 365 CRM Solution Architect - Deloitte Digital

In the Solution Architect role, you'll combine your extensive real-world implementation experience with your deep Microsoft Dynamics 365 CRM related technical product knowledge with teamwork, leadership, delivery and client management skills to bring the best out of our people and to enable us to solve our clients' most complex business challenges.You'll be supported by Deloitte's global network of member firms and people. You'll also leverage our deep industry knowledge as well as access to leading edge tools, methods and frameworks to support excellence in business development and programme delivery. You'll work alongside a team of talented professionals who are passionate about Dynamics 365 CE, CRM and our growth trajectory. We offer our people world-class training programmes, mentorship opportunities and a clear career path within Deloitte.

As a Senior Manager, your responsibilities can include, but are not limited to:

• Client project delivery

o Combining your understanding of a client's strategic goals, challenges and overall needs with your knowledge of Dynamics 365 to design and implement architectural solutions that maximise client ROI

o Leading the D365 architecture workstream across an entire engagement lifecycle from discovery, to delivery, to the transition to BAU,

o Leveraging your Dynamics 365 knowledge to advise clients in developing their Enterprise CRM roadmap, helping them get the best and the most from their investment in Microsoft Dynamics 365

o Leveraging your understanding of the wider capabilities complementing Dynamics 365 CRM solutions, such as Power Platform capabilities (such as Power Apps, Power Automate and Power Pages) as well as agents (out-of-the-box and custom Copilot Studio ones) to provide clients with a holistic architectural vision

o Leading on the development and design of solutions, guiding the development team, and overseeing the required activities to ensure the solution's architectural integrity across multiple domains including where CRM intersects with the domains of infrastructure, data/integration, security, governance and compliance. This also includes managing client expectations, maintaining quality, task distribution among technical team members and being accountable for all technical outputs on the engagement

o Working collaboratively with Functional Consultants and Designers to lead workshops in order to understand and capture client needs from a Dynamics 365 CRM and wider connecting enterprise architecture perspective, including leveraging knowledge of new and upcoming features as well as associated limitations, risks and considerations to support decision making

o Translating and communicating technical requirements and solutions to the business using story-based narratives; clearly presenting strategies, options and recommendations to technical and business stakeholders including exec-level client individuals

o Creating relevant, clear and digestible technical design documentation

• Practice Development and Thought Leadership

o Actively contributing to the Dynamics 365 CRM team, the Sales & Service team and the wider Deloitte Microsoft Technology Practice community through involvement and impact on internal initiatives such as community building, technical leadership, asset and proposition development, and operational leadership

o Actively contributing to Deloitte's thought leadership in the market through the development of Deloitte perspectives on our client's business challenges and resolutions within the context of CRM

• Business Development

o Actively supporting pre-sales activities, contributing to the shaping of our end-to-end proposition to the client

o Working with high-level, often unstructured information to translate clients' high-level business needs into strong commercial proposals and innovative architectural solutions with an awareness of the commercials; documenting and presenting these solutions to both technical and non-technical internal and client audiences

• Talent Development

o Mentoring and coaching junior talent, including formal people leadership of junior team members

o Creating and maintaining high-performing teams on projects

We're searching for a Solutions Architect who is more than just a technically proficient team player. Whilst deep expertise in Dynamics 365 CE, client relationship management, team and talent development, and commercial acumen are all essential, we're also seeking someone who truly aligns with Deloitte's values, thrives in our collaborative culture, and is driven by our purpose of making an impact that matters. If you're a passionate leader who inspires others, builds strong relationships, and is committed to delivering exceptional client experiences, we encourage you to apply.

We are looking for candidates with…

• Experience in successfully delivering sustainable and impactful Microsoft Dynamics 365 CRM solution architectures for large scale (e.g. government, multi-market global or regional) organisations within a complex, fast-paced environment

• Experience in delivering solution architecture within an organisation's sales and/or service functions, leveraging the following Microsoft Dynamics 365 modules:

o Sales (required)

o Customer Service (required)

o Field Service (preferred)

o Marketing / Customer Insights - Journeys (preferred)

o Customer Insights - Data (preferred)

o Omnichannel for Customer Service (preferred)

• Experience in delivering Microsoft Dynamics 365 solution architecture which is extended and customised with Power Platform:

o Power Apps (required)

o Power Automate (required)

o Power Pages / Portals (preferred)

o Power BI (preferred)

• Demonstrable hands-on experience with Microsoft Copilot and AI capabilities within the Dynamics 365 and Power Platform ecosystem, including one or more of the following:

o Microsoft Copilot Studio - designing, building and deploying custom Copilots and agents integrated with Dynamics 365 CRM processes

o Dynamics 365 Copilot features in Sales and Customer Service (e.g. AI-generated summaries, email drafting, case resolution suggestions, real-time agent assist)

o AI Builder - document processing, prediction models, and form recognition within Power Platform and Dynamics 365 workflows

o Azure OpenAI Service integration with Dynamics 365 and Power Platform for generative AI use cases

• Technical Architecture and Customisation

• Deep expertise in the Dataverse platform, including entity/table design, relationships, business rules, calculated and rollup fields, and the Dataverse security model (business units, teams, security roles, field-level and record-level security)

• Extensive experience with Dynamics 365 customisation techniques including server-side plugins, custom workflow activities, PCF (Power Apps Component Framework) controls, JavaScript / web resources, and client-side scripting

• Strong integration architecture experience using Dataverse Web API, Azure Service Bus, Azure Logic Apps, Azure API Management (APIM), Azure Integration Services, and/or third-party middleware platforms (e.g. MuleSoft, Boomi, KingswaySoft)

• Strong experience in Application Lifecycle Management (ALM) for Dynamics 365 / Power Platform, including use of Azure DevOps or GitHub Actions pipelines, the Power Platform Build Tools, and multi-environment deployment strategies (development, test, staging, production)

• Experience designing and overseeing data migration strategies for Dynamics 365 implementations, including use of tools such as KingswaySoft SSIS, Azure Data Factory, or the Dataverse bulk data import framework

• Experience engaging with other areas of the Microsoft system including Azure, Microsoft 365 and Active Directory within the context of CRM design and delivery

• Experience leading formal workshops with clients to understand client needs from a business point of view, and being able to translate these into functional and non-functional requirements within the context of Dynamics CRM

• Experience in defining and executing on architectural standards

• Holding preferably at least two of the following certifications:

o MB-280: Microsoft Dynamics 365 Customer Experience Analyst Associate

o MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

o PL-200: Microsoft Power Platform Functional Consultant

o PL-600: Microsoft Power Platform Solution Architect Expert (particularly desirable)

o AZ-900: Microsoft Azure Fundamentals (minimum expectation; AZ-204 or AZ-305 advantageous)

Technology Programme Delivery

• Strong understanding and experience of end-to-end programme delivery using both Agile and hybrid-Agile delivery frameworks, including the roles and responsibilities of core project workstreams (e.g. project management, change, training and adoption, design, data and integration etc.) and how the architecture team needs to interact with the other project workstreams to achieve collective project success

• Strong knowledge of Agile programme delivery and project management artefacts, including experience in owning and delivering key solution architecture related architects as well as a good understanding of the expected contents of primary artefacts delivered by other project workstreams on a typical Agile technology discovery and delivery project

• Core project management skills, including identification and management of risks, issues, assumptions and dependencies

• Experience in the management of technical interdependencies across multiple related initiatives, including experience in the co-ordination and risk management of these interdependencies.

Core Consulting Skills

• Confident and articulate in your communication style, with excellent presentation, verbal and written communication skills that you can flex accordingly to help others - whether that be technical, non-technical, colleagues or clients - understand and implement the solutions that you and your team design

• A brilliant listener, building rapport and developing and managing trusted relationships with a diverse set of senior client technical stakeholders including technology leadership.

Commercial Acumen

• Experience contributing to RFP responses and building compelling propositions that deliver client business value with an appreciation of commercial, delivery and reputational risk areas and appropriate methods to manage and mitigate these.

People Development

• Experience and interest in mentoring and coaching junior talent

Deloitte drives progress. Our firms around the world help our clients become market leaders wherever they compete. Deloitte invests in outstanding people with diverse talents and backgrounds, empowering them to achieve more than they can elsewhere. Our work combines consulting with action and integrity. We believe that when our clients and society are stronger, so are we.