Dynamics 365 Solution Architect

We are seeking an experienced D365 Solution Architect / Functional Consultant to act as the senior functional and technical lead for the Council’s live Microsoft Dynamics 365 CRM and Power Platform environment. The ideal candidate will have significant experience supporting business-critical Dynamics 365 Customer Engagement and Customer Service platforms, with strong expertise across Dataverse, Power Platform, CRM configuration, integrations, security, troubleshooting, incident management, and operational service delivery., * Act as the senior functional and technical lead for the live Microsoft Dynamics 365 CRM and Power Platform environment

• Maintain the stability, availability, security, and performance of the Council’s CRM service
• Manage and maintain Dynamics 365 Customer Insights
• Investigate and resolve complex Dynamics 365, Power Platform, integration, data, access, and performance issues
• Act as a trusted escalation point for significant CRM incidents and operational issues
• Lead incident, problem, change, and release management activities, ensuring appropriate testing, approval, and communication
• Identify root causes of recurring issues and implement corrective actions to reduce service disruption
• Maintain accurate documentation covering CRM configuration, business processes, integrations, data flows, permissions, customisations, and operational dependencies
• Work closely with ICT teams, service users, suppliers, and developers to resolve issues and maintain service continuity
• Coordinate supplier and technical resources to deliver agreed fixes and service improvements
• Use Azure DevOps or equivalent tools to track incidents, defects, changes, risks, technical debt, and improvement activity
• Apply knowledge of Azure Functions and Azure Service Bus when supporting CRM integrations and operational dependencies
• Identify opportunities to improve reliability, usability, performance, and data quality while avoiding unnecessary investment in the existing platform
• Support the Council’s longer-term transition from Dynamics 365 to a future CRM solution
• Map existing processes, data, integrations, customisations, reports, permissions, and dependencies to support migration planning
• Support data quality reviews, migration readiness, risk assessment, business continuity planning, and transition activities
• Provide clear updates and recommendations to senior stakeholders on service issues, risks, changes, and migration readiness
• Ensure CRM activities comply with relevant security, data protection, audit, and operational governance requirements
• Support knowledge transfer to reduce reliance on individual team members and improve operational resilience

Must Have:

• Significant professional experience supporting and maintaining live Microsoft Dynamics 365 and Power Platform services in a business-critical environment
• Strong experience with Dynamics 365 Customer Engagement (CE), particularly Customer Service
• In-depth knowledge of Dynamics 365 CE, Dataverse, and Power Platform
• Strong understanding of CRM configuration, administration, security, permissions, workflows, APIs, business rules, model-driven apps, forms, and views
• Proven experience managing incidents, problems, changes, releases, defects, risks, and operational dependencies
• Strong troubleshooting and root-cause analysis skills across CRM, integrations, data, access, configuration, and performance issues
• Experience documenting CRM configuration, business processes, integrations, data flows, customisations, and support arrangements
• Strong understanding of CRM integrations and operational dependencies, including Azure Functions and Azure Service Bus
• Experience working with senior stakeholders, ICT teams, suppliers, developers, and business users
• Ability to provide effective functional and technical leadership while maintaining a live business-critical CRM service
• Experience supporting migration planning, data quality, migration readiness, business continuity, and transition activities
• Strong understanding of security, data protection, audit, governance, and operational controls within a CRM environment

Nice to Have:

• Experience with Dynamics 365 Customer Insights
• Experience using Azure DevOps or equivalent tools for incident, defect, change, risk, and technical debt management
• Previous experience working within a local authority or public sector environment
• Experience supporting the transition from Dynamics 365 to a future CRM platform
• Knowledge of CRM service continuity, resilience, performance optimisation, and operational improvement
• Experience providing knowledge transfer and mentoring to internal teams, This is a business-critical operational role with strong exposure to Dynamics 365 Customer Engagement, Power Platform, CRM service management, integrations, and migration readiness.

Candidates must demonstrate the ability to work independently, manage complex technical and functional issues, lead operational activities, and provide clear recommendations to senior stakeholders., * Have you acted as a senior functional or technical lead for a business-critical Dynamics 365 CRM environment? Please provide an example.

• Do you have experience documenting CRM configurations, integrations, data flows, customisations, permissions, and operational dependencies?
• What experience do you have working with senior stakeholders, ICT teams, suppliers, developers, and business users to resolve complex CRM issues?

Experience:

• Dynamics 365 Customer Insights: 1 year (required)
• Azure DevOps: 1 year (required)
• Dynamics 365 and Power Platform environments: 1 year (required)
• Dynamics 365 Customer Engagement : 1 year (required)

We are a specialist IT recruitment provider, supporting public sector organisations with skilled professionals for project-based and temporary roles. We deliver high-quality consultants to enable digital transformation, service continuity, and innovative technology solutions.

Who Our Client Is

Our client is a London local authority operating a business-critical Microsoft Dynamics 365 CRM and Power Platform environment. This role sits within the Council’s ICT function and is responsible for providing senior functional and technical leadership across the live CRM service, supporting operational stability, service improvement, and the Council’s longer-term transition to a future CRM solution.