D365 Solution Architect/Functional Consultant

We are looking for an experienced Microsoft Dynamics 365 Solution Architect/Functional Consultant to support and improve a live D365 CRM environment.

This is a hands-on role focused on live service support, troubleshooting, change management and CRM optimisation, while also supporting longer-term plans to migrate to a future CRM platform.

You will act as a senior point of escalation for complex D365 issues and work closely with technical teams, suppliers and business stakeholders., * Act as the senior functional/technical lead for the live Dynamics 365 CRM environment.

• Provide support across Dynamics 365 CE, Customer Service and Customer Insights.
• Investigate and resolve complex system, integration, data, configuration and performance issues.
• Manage and support incidents, problems, changes, releases and defects.
• Carry out root cause analysis and identify improvements to prevent recurring issues.
• Maintain documentation covering CRM configuration, integrations, data flows, permissions and customisations.
• Work with internal technical teams, suppliers and business users to resolve issues and maintain service stability.
• Support Azure integrations, including working knowledge of Azure Functions and Azure Service Bus.
• Use Azure DevOps or similar tools to manage defects, changes, technical debt and operational tasks.
• Identify opportunities to improve system reliability, performance, usability and data quality.
• Support CRM migration planning, including data mapping, data quality, integration analysis and transition planning.
• Provide clear technical advice and act as a trusted escalation point for stakeholders.

• Significant experience working with Microsoft Dynamics 365, particularly Dynamics 365 CE/Customer Service.
• Strong hands-on experience supporting and maintaining live D365 environments.
• Experience managing incidents, problems, changes, releases and operational dependencies.
• Strong troubleshooting and problem-solving skills across D365, Power Platform, integrations, data and configuration.
• Good understanding of Dataverse, Power Platform, workflows, APIs, business rules, model-driven apps, forms, views and security/permissions.
• Experience working with Azure integration services.
• Experience using Azure DevOps or an equivalent platform.
• Understanding of CRM data migration, including data mapping, data quality and integration dependencies.
• Strong stakeholder management skills and the ability to communicate technical issues clearly to non-technical audiences.

Desirable

• Microsoft Dynamics 365/Power Platform certifications.
• Experience supporting Customer Insights.
• Experience working in a public sector or similarly complex enterprise environment.
• Experience supporting or preparing for a CRM migration or replacement programme.