D365 Solution Architect

Lead solution architecture and design for Dynamics 365 Customer Service-centric engagements Own end-to-end solution definitions, including functional, technical, integration, and data architecture Engage directly with customer stakeholders to understand business processes, challenges, and outcomes Design and build hands-on Proof of Concepts (POCs) to validate solution approaches and demonstrate value Define application landscape including Dynamics 365, Power Platform Ensure solutions align with non-functional requirements such as security, scalability, performance, and compliance Provide architectural governance, design assurance, and technical leadership during delivery Guide and mentor functional consultants and developers across the delivery lifecycle Support activities including solution walkthroughs, estimates, and technical responses

10+ years experience architecting/designing Dynamics 365 Customer Service solutions in enterprise environments Strong hands-on experience with Dynamics 365 Customer Service, Omnichannel, and case management Proven ability to design and build POCs, demos, and reference implementations Deep understanding of Power Platform (Power Apps, Power Automate, Dataverse, Power Pages) Experience designing integrations Strong customer-facing skills with the ability to communicate complex solutions clearly Experience working in regulated or large-scale environments with strong governance needs Ability to balance out-of-the-box capabilities with configuration and customisation

Desirable skills/knowledge/experience

Experience with Copilot, AI-enabled customer service, or knowledge-management solutions Exposure to public sector or highly regulated industry programmes