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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Microsoft Dynamics 365 CRM, Power Platform & Copilot Functional Architect - **Company:** BearingPoint United Kingdom - **Location:** London, UK - **Experience:** Expert - **Salary:** £67,139.0 - **Contract:** Permanent contract - **Skills:** Agile Methodology, Artificial Intelligence, Application Lifecycle Management, Microsoft Azure, Business Software, Custom Software, Customer Data Management, Data Hub, Information Leak Prevention, Data Security, Microsoft Dynamics CRM, Knowledge Management, Microsoft Dynamics, Power BI, Microsoft Copilot, Microsoft Power Automate, Microsoft Fabric, Microsoft Copilot Studio, AI Platforms, Low-code, Cloud Integration, Powerapps - **Published:** October 7, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5914765286 ## About the Role This role is suited to an experienced architect who combines strong business consulting skills with deep functional expertise across Dynamics 365 Sales, Customer Service, Customer Insights Journeys (CIJ), Power Platform and Microsoft Copilot. The role will shape customer transformation programmes, define target business processes, design AI-enabled customer experiences and act as the functional design authority across the Microsoft Customer Engagement platform., Dynamics 365 Customer Engagement * Typically 8+ years delivering Microsoft Dynamics CRM or Dynamics 365 Customer Engagement solutions, with significant experience in architecture or functional leadership roles. * Deep functional experience across Dynamics 365 Sales, Customer Service and Customer Insights Journeys. * Experience with Customer Insights Data and unified customer profiles is highly desirable. * Proven delivery experience on enterprise-scale CRM and customer transformation programmes. * Strong knowledge of sales, service and marketing operating processes, controls and performance measures. Power Platform * Strong solution-design experience across Power Apps, Power Automate, Dataverse, Power BI, Power Pages and Copilot Studio. * Understanding of environment strategy, solutions, managed environments, security roles, data loss prevention, governance and ALM. AI & Copilot * Experience shaping or implementing Microsoft Copilot capabilities within business applications. * Understanding of Copilot for Sales, Copilot for Service, Copilot Studio agents and generative AI use cases. * Knowledge of responsible AI, data security, human oversight and AI governance. Consulting & Delivery * Experience leading complex business and technology transformation initiatives. * Strong executive stakeholder engagement, workshop facilitation and requirements elicitation skills. * Experience working within Agile, product-led and hybrid delivery models. * Ability to manage ambiguity, dependencies and competing stakeholder priorities. * Excellent written, verbal and presentation skills. Technical & Product Knowledge Essential * Dynamics 365 Sales * Dynamics 365 Customer Service * Customer Insights Journeys * Dataverse * Power Apps and Power Automate * Copilot Studio and Microsoft Copilot * Security, governance and ALM concepts Desirable * Customer Insights Data * Dynamics 365 Contact Center / Omnichannel * Dynamics 365 Field Service * Microsoft Fabric and Power BI * Azure integration and AI services * Power Pages and Customer Voice * Azure DevOps Qualifications & Certifications * Degree-level education or equivalent professional experience. * Relevant Microsoft Dynamics 365 and Power Platform delivery experience. * Microsoft Certified: Power Platform Solution Architect Expert is preferred. * Functional certifications in Dynamics 365 Sales, Customer Service, Customer Insights or Power Platform are advantageous. * Microsoft Applied Skills or certifications relating to Copilot and AI solutions are desirable. Personal Attributes * Strategic thinker with strong commercial and business acumen. * Client-focused, consultative and comfortable operating with senior stakeholders. * Able to translate complex business needs into pragmatic, scalable solution designs. * Strong leadership, collaboration, coaching and mentoring capabilities. * Passionate about customer transformation, innovation and responsible AI. Success Measures * High-quality, scalable Dynamics 365 and Power Platform functional architectures. * Measurable client outcomes and value realisation from CRM transformation. * Strong user adoption and effective business-process change. * Effective use of CIJ, customer data and AI to improve engagement. * Trusted-advisor relationships with clients, Microsoft and delivery partners. ## Description The Functional Architect will lead the design and delivery of enterprise-scale Customer Engagement solutions built on Dynamics 365, Power Platform and Microsoft Copilot technologies. Working with business stakeholders, delivery teams and technical architects, the role will define target operating models, business processes, customer journeys and functional solution architectures that maximise value from Microsoft Business Applications. Functional Architecture & Solution Design * Lead the end-to-end functional design of Microsoft Dynamics 365 Customer Engagement solutions. * Define business processes across Dynamics 365 Sales, Customer Service, Customer Insights Journeys and Customer Insights Data. * Facilitate discovery workshops, requirements gathering, process design and fit-gap analysis. * Develop solution blueprints, functional specifications, process maps, user stories and acceptance criteria. * Promote configuration and standard platform capability before recommending extension or custom development. * Provide functional design governance and ensure alignment with Microsoft and programme standards. Customer Engagement Transformation * Design customer acquisition, onboarding, retention, service and loyalty journeys. * Define lead-to-opportunity, opportunity-to-close, account management and forecasting processes. * Design case management, knowledge management, entitlement, SLA and omnichannel service processes. * Architect personalised, event-driven customer journeys across email, SMS, web and other channels using CIJ. * Design segmentation, consent, preference management, lead scoring and automated nurture programmes. Power Platform Leadership * Design business solutions using Power Apps, Power Automate, Dataverse, Power BI, Power Pages and Copilot Studio. * Define environment, security, governance and Application Lifecycle Management approaches. * Collaborate with technical architects and developers to ensure scalable, supportable delivery. * Promote responsible low-code innovation within enterprise architecture guardrails. Microsoft Copilot & AI Enablement * Define Copilot and AI strategies across CRM, sales, service and customer engagement scenarios. * Design AI-assisted experiences for sellers, service agents, marketers and customers. * Shape solutions using Copilot for Sales, Copilot for Service, Copilot Studio and embedded Dynamics 365 Copilot capabilities. * Identify high-value automation and generative AI use cases. * Ensure AI solutions align with responsible AI, security, privacy, compliance and governance requirements. Stakeholder Engagement & Leadership * Act as a trusted advisor to client executives, product owners and programme leaders. * Lead workshops, design forums, playback sessions and executive presentations. * Support pre-sales, solution demonstrations, estimations and proposal development. * Mentor functional consultants and business analysts, setting clear standards for high-quality delivery. * Contribute to BearingPoint propositions, accelerators, methods and thought leadership.